If You Can’t Update or Restore Your iPhone or iPod Touch

Source: https://support.apple.com/en-us/118106
Category: Repairs
Type: External SOP

Summary

Use recovery mode to restore an iPhone or iPod touch that fails to update, is stuck on the Apple logo, shows the Connect to Computer screen, or is not recognized by a computer.

Procedure

1. Ensure the Mac is fully updated, or the PC has the latest Apple Devices app or iTunes installed.
2. Connect the device to the computer via USB cable.
3. Open Finder (Mac), Apple Devices app (PC), or iTunes (macOS Mojave or earlier).
4. Force the device into recovery mode using the correct button sequence:
   – iPhone 8 or later / iPhone SE (2nd gen+): Press and release Volume Up → Press and release Volume Down → Press and hold Side button until the Connect to Computer screen appears.
   – iPhone 7, 7 Plus, iPod touch (7th gen): Press and hold Side/Top + Volume Down simultaneously until the Connect to Computer screen appears.
   – iPhone 6s or earlier / iPhone SE (1st gen) / iPod touch (6th gen or earlier): Press and hold Home + Top/Side buttons simultaneously until the Connect to Computer screen appears.
5. Locate the device in Finder, Apple Devices, or iTunes.
6. When prompted, select Restore (erases all data and reinstalls iOS). If the issue may be software-related and restore hasn’t been attempted, try Update first.
7. Allow the software download to complete. If it exceeds 15 minutes and the device exits recovery mode, let the download finish, then repeat step 4.
8. Once the restore completes, set up the device.

Notes

• Restore erases all data on the device — confirm the customer understands this before proceeding.
• If the download screen times out, do not restart the process until the download finishes.
• If an error code appears during restore, refer to Apple’s error code troubleshooting resource.
• Escalate to service if: recovery mode restore fails, or a required button is broken/stuck and recovery mode cannot be initiated.