When you do a Restore using iTunes versus Erase All Contents and Settings, what's the difference? I do Tech Support and before issuing a Replacement device we are required to try and have the customer do a Restore using iTunes. What's the difference; what happens in the background?
Any links to add'l Apple resources would be outstanding..
Thanks for any assistance in advance.
iPhone 7, iOS 11.4
As was said, yes there is a slight difference. iTunes will install an up to date version of iOS during the process.
Doing it directly on the device will not.
They both result in the same thing. No data left on the device, and the device being ready to be set up.
Do note, that to erase the device directly from the device, Find My iPhone needs to be turned off, and it will request the lock screen passcode or the restrictions passcode if one is set before it can be completed.
If doing it through iTunes no passcode is required, but if Find My iPhone is not turned off, Activation Lock will kick in, and the iCloud Apple Id and password used to set up iCloud and turn on Find My iPhone will need to be provided before the device can be set up again.
As was said, yes there is a slight difference. iTunes will install an up to date version of iOS during the process.
Doing it directly on the device will not.
They both result in the same thing. No data left on the device, and the device being ready to be set up.
Do note, that to erase the device directly from the device, Find My iPhone needs to be turned off, and it will request the lock screen passcode or the restrictions passcode if one is set before it can be completed.
If doing it through iTunes no passcode is required, but if Find My iPhone is not turned off, Activation Lock will kick in, and the iCloud Apple Id and password used to set up iCloud and turn on Find My iPhone will need to be provided before the device can be set up again.
Restoring the phone using iTunes installs a fresh copy of iOS on the device. "Erase All Content and Settings" does exactly that. For the purposes of wiping a phone prior to replacement, Erase All Content and Settings is fine. It's also probably simpler as it doesn't require connecting the phone to a computer.
For troubleshooting purposes, I prefer restoring the phone (either from a back up or to factory state) using iTunes.
What to do before you sell or give away your iPhone, iPad, or iPod touch - Apple Support
Restore your iPhone, iPad, or iPod to factory settings - Apple Support
Restore your iPhone, iPad, or iPod touch from a backup - Apple Support
Just a little more information that you want to keep in mind is that any computer running the latest version of iTunes will work for restoring an iOS device. The customer can use a friend’s computer or take it to an Apple Store and they can help.
Like IdrisSeabright, I prefer to use iTunes, so that a fresh copy of the iOS is installed on the device.
EDIT - there is a difference. The difference is that a new copy of the software is installed when using iTunes. That makes it a more complete restore than simply erasing the device.
rcrc001 wrote:
The goal is to complete the FDR (Factory Data Reset) prior to see if that fixes the issue at hand when all other troubleshooting attempts have failed. So, my reason for my question is does it matter which method you use and what happens in the background using the different methods.
I'm sorry. I misunderstood. If you're troubleshooting, restore using iTunes as it installs a fresh, clean copy of iOS on the device. Restore to factory state and test. If everything is working fine, it is unlikely that the problem is hardware or iOS. Then, restore from the back up you made at the beginning of the process. If the problem returns, there's something corrupted or conflicting with whatever is in the back up.
rcrc001 wrote:
Forgot to include that a friend stated that the difference has to do with files being scanned when being restore via iTunes. Something about the ipsw files (please see link...https://www.lifewire.com/ipsw-file-2621840). Does that makes sense or as you stated previously there is no difference -- I'm voting for "no difference."
I think your friend doesn't really understand what they're talking about. When you restore an iPhone using iTunes, it downloads the required ipsw file. IPSW files are just the file type for iOS. Generally, there's no reason for the user to have any interaction with them. If the phone is restored through iTunes, iTunes downloads the file and installs it. Never attempt to download one from any place other than Apple as it could have been compromised.
If Apple thinks Erase All Content and Settings is the correct thing to do before relinquishing a phone, I'd suggest doing that.
Best of luck.
There is a difference. The difference is that one installs a fresh version of iOS and the other doesn't. But, I can't see how that would matter if you're just sending phones into be repaired.
The article that's most relevant to your situation is the one on what to do before selling or giving away an iPhone. It recommends using Erase All Content and Settings (as well as other important things such as signing out of iMessages!).
I worked for a major U.S. wireless carrier for twenty years. When we took in iPhones for trade in or to send in for repair, we used Erase All Content and Settings, just as Apple recommends.
Best of luck.
rcrc001 wrote:
It allows me to share with my customer the logic behind it -- hope this helps.
When you restore through iTunes, iTunes downloads and installs a fresh version of iOS on the phone. It's pretty much that simple. Having spent 20 years doing tech support, I can tell you, the vast majority of people don't care why it works and that explanation will be enough. They don't care what an IPSW is. They just want you to fix it. The ones who do care will already have their own ideas about how things work and won't really listen to you anyway. Or, they'll tell you that you're wrong.
If it matters to you, by all means, continue researching. But, I'm not really sure there's much more information to be had.
Thank you so very much for this answer. I will check the links you provided. We are being told that there is a difference between the two methods. If this isn't the case then this can reduce the frustration for customers that don't have a computer or laptop.
Again, thanks!
Royal
Forgot to include that a friend stated that the difference has to do with files being scanned when being restore via iTunes. Something about the ipsw files (please see link...https://www.lifewire.com/ipsw-file-2621840). Does that makes sense or as you stated previously there is no difference -- I'm voting for "no difference."
Thanks for the clarification. That's what I figured. I just can't seem to find documentation on it in terms of a "fresh" copy of the OS. Now, I see why we have to have them do it using iTunes.
I appreciate your time...
None us do...that's why I'm here seeking clarity. I can't seem to find this info documented. He was saying doing it via iTunes that those files are scanned for any corruption, errors, etc.
The goal is to complete the FDR (Factory Data Reset) prior to see if that fixes the issue at hand when all other troubleshooting attempts have failed. So, my reason for my question is does it matter which method you use and what happens in the background using the different methods.
Hope this makes sense.
No worries. So, just to confirm, iTunes goes to the Apple Servers (checking for any updates, patches, etc.) and installs a fresh copy of the iOS. Is there any documentation anywhere that describes what happens in more details or maybe should I post in the Development Community? Again, thanks for your time in helping me to gain a deeper understanding...
As you can't change anything about the process, I'm not sure what good additional details would do. For the purposes of troubleshooting, restore through iTunes.
You can certainly try the Developers' Forum but, I don't know how much good it will do as the restore process doesn't have much to do with developing apps.
It allows me to share with my customer the logic behind it -- hope this helps.
I'll keep researching like I did regarding the IPSW files.
Once again, thanks thank you very much for your time and effort.
About the only thing you haven't been told is DFU mode. There are 3 ways to reset an iPhone:
If the phone's iOS has been hacked ("jailbroken") or the iOS on them phone is suspected of being corrupted then DFU restore should be used. You can Google it for instructions. It is rarely used, but is appropriate in some circumstances.
Difference Between Restores
