iPhone problem

Carrie.M

My daughter got a notification on her phone saying 'cannot receive calls and texts until its updated through' itunes. She has tried updating it on two different computers and both times it did nothing.
Now when she plugs it in all she gets on the screen is a usb icon and itunes icon, is there anything else she can try to fix this or will it need to be sent back.

aidan_walsh

Define "it did nothing." What exactly happened?

culabula

Carrie.M wrote: »

My daughter got a notification on her phone saying 'cannot receive calls and texts until its updated through' itunes. She has tried updating it on two different computers and both times it did nothing.
Now when she plugs it in all she gets on the screen is a usb icon and itunes icon, is there anything else she can try to fix this or will it need to be sent back.

If iTunes did not launch of its own accord when the phone is connected, she must do it herself. This then activates the phone after which it may be used. There may then be further updates which she should apply straight away.

Carrie.M

aidan_walsh wrote: »

Define "it did nothing." What exactly happened?

She plugged it into the computer..went through the update process which took four hours the first time and an hour the second time 'itunes' said it was updating and when it finished she tried to switch it on phone and it was no different.

I just plugged it into the computer there.. and the message I get in itunes is"itunes has detected the phone in recovery mode, you must restore this phone before it can be used with itunes.'

culabula

Carrie.M wrote: »

She plugged it into the computer..went through the update process which took four hours the first time and an hour the second time 'itunes' said it was updating and when it finished she tried to switch it on phone and it was no different.

I'm afraid it doesn't sound like it was done properly. Why did it have to be done a second time?

When it downloads, installs and updates, the procedure causes the iphone to restart by itself. There is no need for the user to switch it on.

I'm concerned that she interrupted the installation process.

Carrie.M

culabula wrote: »

I'm afraid it doesn't sound like it was done properly. Why did it have to be done a second time?

When it downloads, installs and update, the procedure causes the iphone to restart by itself. There is no need for the user to switch it on.

I'm concerned that she interrupted the installation process.

I don't know what she done the first time ,she's saying it froze but i was with her the second time she plugged it in, itunes started itself seemed to be working grand but no change in the phone.

culabula

Carrie.M wrote: »

I don't know what she done the first time ,she's saying it froze but i was with her the second time she plugged it in, itunes started itself seemed to be working grand but no change in the phone.

You should see the update process happen not just in the window of iTunes but as a progress bar on the phone itself.

It will announce when it is completing in iTunes and restart the phone.

The phone should not be touched until the firmware is fully updated, the phone restarts and the home screen is visible.

Carrie.M

culabula wrote: »

You should see the update process happen not just in the window of iTunes but as a progress bar on the phone itself.

It will announce when it is completing in iTunes and restart the phone.

The phone should not be touched until the firmware is fully updated, the phone restarts and the home screen is visible.

No we didn't see anything on the phone just the usb to itunes logo. Is there anything else I can try or what exact steps should I take to fix this.

Thanks

aidan_walsh

Are you getting any error messages from iTunes either when you connect the phone or during the restore process?

Carrie.M

aidan_walsh wrote: »

Are you getting any error messages from iTunes either when you connect the phone or during the restore process?

No..the second time she tried to restore..there was a estimated time to restore bar on the top of the page and that went through to the end but nothing happened in the phone.

Got a windows message there saying that there is a driver missing ?

aidan_walsh

So - just to get this clear - she connected the phone, it was seen in iTunes, the restore process was started, but the phone did not restart nor was there a bar visible on the iPhone display.

All you could see on the display all this time was the Connect to iTunes screen? If this was the case you would expect an error from iTunes saying that the phone could not be communicated with.
If the progress bar was moving along on the top of the iTunes window I would expect to see a similar progress bar on the display of the phone.

Carrie.M

aidan_walsh wrote: »

So - just to get this clear - she connected the phone, it was seen in iTunes, the restore process was started, but the phone did not restart nor was there a bar visible on the iPhone display.

All you could see on the display all this time was the Connect to iTunes screen? If this was the case you would expect an error from iTunes saying that the phone could not be communicated with.
If the progress bar was moving along on the top of the iTunes window I would expect to see a similar progress bar on the display of the phone.

I just tried to restore it there again and now I'm getting an error message, itunes cannot find the device' and windows missing a driver error message

aidan_walsh

Ok, well thats pretty cut and clear

Can you download a new copy of the iTunes installer from http://www.apple.com/itunes/download and save it on your desktop please? I'll ask you then to uninstall the existing iTunes copy (how to on XP, and how to on Vista/Windows 7) following those instructions precisely. Once thats done and the computer is restarted, install iTunes by double clicking the file we just downloaded.

Then try connecting your phone and restoring it again. This should have restored the driver, and hopefully all will work well again. You won't lose any music, apps or movies by uninstalling iTunes.

Carrie.M

aidan_walsh wrote: »

Ok, well thats pretty cut and clear

Can you download a new copy of the iTunes installer from http://www.apple.com/itunes/download and save it on your desktop please? I'll ask you then to uninstall the existing iTunes copy (how to on XP, and how to on Vista/Windows 7) following those instructions precisely. Once thats done and the computer is restarted, install iTunes by double clicking the file we just downloaded.

Then try connecting your phone and restoring it again. This should have restored the driver, and hopefully all will work well again. You won't lose any music, apps or movies by uninstalling iTunes.

Aidan thanks for all the advice , got the progress bar on the phone , driver installed and at the last second got an error .I'll try it again tomorrow.
Again thanks

Carrie.M

Hi again,
If iPhone does not show in my computer devices would it stop my phone from updating even though it is going through the update process in iTunes but ends with an error 3194

aidan_walsh

http://support.apple.com/kb/TS1275

Error 3000-3999: (3002, 3004, 3013, 3014, 3164, 3194, and so on) Error codes in the 3000 range generally mean that iTunes cannot contact the gs.apple.com server on ports 80 or 443. This may be because out-of-date or incorrectly configured security or firewall software is interfering, an entry in your hosts file redirecting requests to gs.apple.com, or due to your Internet proxy settings. If you are using a proxy, try without using one or with a known-good network. If that does not resolve the issue, follow iTunes for Windows: Troubleshooting security software issues.

Carrie.M

aidan_walsh wrote: »

http://support.apple.com/kb/TS1275

Thanks for all the help Aidan, after hours of trying different things , we finally got it working after following this video http://www.youtube.com/watch?v=dQ5uSbYjns4.