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Help restoring iphone...

Gix1k

Gix1k

macrumors 68040
Original poster
Jun 16, 2008
3,538
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My wife broke her iPhone X screen almost a year ago. Instead of getting it repaired we switched her to an Android. I got the screen fixed a couple weeks ago at a mall kiosk. Took it home and wife cannot remember the lock code. She tried it so many times that it's disabled. Not being worried about the data I connected it to iTunes to restore it because when it comes up, she knows her Apple ID information. However, when I connect it to iTunes it tells me "The iphone could not be updated because the firmware file is not compatible". Any suggestions on how to can totally wipe this and start fresh?

Thanks,
 
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Make sure your version of iTunes is up to date especially if you haven’t connected an iPhone to it for a long time.. Are you putting the phone in DFU mode or just trying to do it thru restore on iTunes?
 
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Lekro said:
Put it in DFU mode. https://www.igeeksblog.com/how-to-put-iphone-x-into-dfu-mode/
Click to expand...

That's what I have been doing. The error I quoted is what I am getting after I hit restore in DFU mode from iTunes.
[automerge]1574362703[/automerge]
BugeyeSTI said:
Make sure your version of iTunes is up to date especially if you haven’t connected an iPhone to it for a long time.. Are you putting the phone in DFU mode or just trying to do it thru restore on iTunes?
Click to expand...

Putting in DFU mode. I think iTunes is updated. There's no updates showing in the appstore of my Mac.
 
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I chose Restore iPhone here.
3942b6eb17464a38bb8e52e6a4205dc1.jpg
 
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Try to download iOS directly from Apple.
You can find it here: https://ipsw.me/
Then, when clicking restore, hold down the alt option key and browse the installer you downloaded.

The website I linked has links straight to Apple's servers, not a third party source.
 
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Gix1k said:
That's what I have been doing. The error I quoted is what I am getting after I hit restore in DFU mode from iTunes.
[automerge]1574362703[/automerge]


Putting in DFU mode. I think iTunes is updated. There's no updates showing in the appstore of my Mac.
Click to expand...
The update doesn’t come through the app store. When the phone is plugged into you computer and you open iTunes you will get a prompt to install a supplemental update that allows the phone to be recognized by the computer. I had to do it when I installed iOS 12 and iOS 13 when using High Sierra.. What version of Mac OS are you running? If it’s not the same as the last time your iPhone was connected to iTunes before the screen was damaged, it might be the cause
 
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BugeyeSTI said:
The update doesn’t come through the app store. When the phone is plugged into you computer and you open iTunes you will get a prompt to install a supplemental update that allows the phone to be recognized by the computer. I had to do it when I installed iOS 12 and iOS 13 when using High Sierra.. What version of Mac OS are you running? If it’s not the same as the last time your iPhone was connected to iTunes before the screen was damaged, it might be the cause
Click to expand...

I'm running 10.14.3 now on my Mac. I'm sure I updated since the phone was broken. I also just downloaded the latest ipsw and I get the same error that's it's not compatible.
 
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There is this update option, but it fails as well
20191121_143302.jpg

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I'm updating to Catalina now. Maybe that'll update iTunes.
 
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BugeyeSTI said:
When you plug the phone into iTunes, does it appear on the screen? I mean can you click on the iPhone symbol and get into the info on what’s on the phone, syncing and backup/update?
Click to expand...
No. Only way my Mac recognizes I plugged something in is when it's in DFU.
 
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BugeyeSTI said:
You have to use finder now. iTunes is gone in Catalina..
Click to expand...
Crap!! I'll just install iTunes on a Windows machine now when I get home. This is ridiculous!! Several hours spent on this today and have gotten no where!!

I do appreciate your help
 
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Gix1k said:
Crap!! I'll just install iTunes on a Windows machine now when I get home. This is ridiculous!! Several hours spent on this today and have gotten no where!!

I do appreciate your help
Click to expand...
No problem. Did you try to connect using Catalina? I’ve never tried as my iMac was left behind after High Sierra... I’m curious how it works without iTunes
 
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Here's what the phone was saying. I managed to get it to update via iTunes on another PC. Now it is disabled but showing a time until we can try code again, which she does not know. With it in this state, I cannot get it to DFU mode. No button combination allows me to power it off.
4bdc0a6513271d00d2c8105d4528674f.jpg
1e7a0b0380580ae3fee4266e82636cb4.jpg
 
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Click Vol up, click Vol down, hold power button even after it restarts
It should show the iTunes logo/recovery mode.
It's easy if connected to a charger
 
Just in case for future ref, when in DFU mode device screen should be completely blank (as if it's turned off) and there should be no Update option if not mistaking. From what I see on your screens it was Recovery mode all the time :)
 
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