Apple Event: May 7th at 7 am PT
Hi,
Connected my iPhone 5S to itunes on my iMac to do a backup. Keeps coming up with an error: "iTunes could not back up the iPhone because an error occurred".
The research I've done says to shut down iPhone, iTunes and iMac, make sure IOS is most recent and try again. Did all that and nothing has changed.
Any suggestions?
Buff
iPhone 5s, iOS 7.1
OK - the problem has been solved.
I contacted Apple directly. After speaking to two of their people who could not help (although they did try!) I was escalated up to a more senior person. Lachlan (based in Melbourne) was great. At first he was stumped. He went away and called me back 30 minutes later with some extra options to try.
The one that worked was to simply untick the Encrypt Backup option and it worked. Lachlan said that he did not know why that worked as it should not have made any difference and that he would do a report and send it to the software writers and get them to look at it.
Buff
OK - the problem has been solved.
I contacted Apple directly. After speaking to two of their people who could not help (although they did try!) I was escalated up to a more senior person. Lachlan (based in Melbourne) was great. At first he was stumped. He went away and called me back 30 minutes later with some extra options to try.
The one that worked was to simply untick the Encrypt Backup option and it worked. Lachlan said that he did not know why that worked as it should not have made any difference and that he would do a report and send it to the software writers and get them to look at it.
Buff
No error number on the message you got?
Is your iOS iPhone up to date? is your iTunes version 12.7.4.80 or later?
See these guides:
If iTunes doesn't recognize your iPhone, iPad, or iPod - Apple Support
or
Find an iTunes error code - Apple Support
Regards
Giulio
Not sure about that, Buff.
But when batteries are close to the critical stage of their life, they can act very strangely, to the point that, even when on charge, they can "refuse" to be charged and randomly stop to power the device.
So, I would suggest that you have your battery replaced as soon as possible. When you go (by appointment) to the Apple Store or Authorized Service Provider for the replacement, advise them that you weren't able to perform a backup (they should be able to do it for you).
Unfortunately you told me that in the state you're in there are no Apple Stores, nor Authorized Service providers.
Please, check again using this selector: Apple - Find Locations - Location Selector
Regards
Giulio
Hi,
No error message - just what was in my original post. Part of the reason it's so annoying as it's so vague!
iPhone is on iOS 11.3.1 and no update available.
iTunes is 12.7.4.76 but no update available.
iMac is 10.13.4
Buff, it's not easy to diagnose this kind of issue, remotely.
Have you tried to change the USB port (and/or lightning cable) on your iMac?
If you've already followed the steps provided in the support guides I posted, I would make a full backup to iCloud, and contact your most convenient Apple Store or iMac Store and ask them if you can make a backup test at their store using your iP5s. They should be able to help you.
Please keep me informed.
Regards
Giulio
Maybe Battery Status (beta) . Sorry, my english is not so good, and I translate what I see (in italian) on my iPhone.
Since on your second post you said: "iPhone is on iOS 11.3.1 and no update available", you should have that option on your Settings>Battery....
Giulio
Again... sorry. That option is available only on iphone 6 or later (I forgot you are using an iP5s).
Can you try and download an app called "Battery life" form AppStore? it's free, and can give you indications about your battery health.
Giulio
Giulio,
Thanks for all you help and suggestions - I do appreciate it.
Downlaoded the app - it's says I need to replace my battery! This doesn't surprise me. Do you think this will enable a backup to occur?
Buff
Finally got around to replacing the battery today. Tried to do a backup but still get the same error message. I can no longer do updates to the IOS as the iPhone wants to do a backup first!
Any other thoughts?
Buff
Buff1969 wrote:
OK - the problem has been solved.
...........The one that worked was to simply untick the Encrypt Backup option and it worked. Lachlan said that he did not know why that worked as it should not have made any difference and that he would do a report and send it to the software writers and get them to look at it.
Even I can not give you an explanation about that, but I'm glad you could work it out.
Thanks for sharing your experience, Buff.
Have a nice day.
Giulio
ProustGiulio,
Have tried different lightning cable, but not different USB port. Will try that next.
Unfortunately there are no Apple Stores or iMac Stores in the state I live in!
Buff
Have tried different cables in different ports - no change.
Have tried backing up to iCloud - still get the same error message.
Any other thoughts?
Buff
How is your iPhone's battery health?
Have you checked it going to Settings>Battery>Battery Health (Beta)... tap on it and read the maximum capacity percentage.
Regards
Giulio
Sorry - Don't have Battery Health (Beta)
Buff
edit: Settings>Battery... 3rd option
error during iphone backup in itunes
