Hello and thank you for asking your question, with JustAnswer.com/Mac. I am Sr. Mac Tech Support Specialist, Terry, glad to assist you.
Have you performed any successful syncs with your iPad with iTunes recently, before you perfomed the iOS (iPhone Operating System) update?
I have several iPads -- one iPad(1) and four iPad2s. The regular iPad has been synced successfully many times recently. The trouble came when I tried to sync the first of the iPad2s. Until we fix the problem with that one, I don't dare try to sync or update the other iPad2s.
Now if I may inquire, the affected iPad, are you still seeking to update the software on that model?
My goal is to sync the iPad. I don't especially care about the software, but the system does seem to be wiped out at this point, so something will have to be loaded.
I believe there is a way to help you get the iPad updated anyway (iOS 6.1 version) because the new update fixes a lot of bugs from the previous version
You can actually do it without being connected to iTunes
just by going into Settings>General> Software Update
Tell me how. I can be ready now.
and allowing it to run through your Wifi connection
I had to do the same with my wife's iPhone 4S model because sometimes as I have come to learn, the software update in iTunes does not always function properly
and in regards XX XXXXXXXXX your iPad with its previous data
you can connect your iPad to your computer with the iTunes application installed,
right click on that iPad icon under DEVICES located in the left side view of the open iTunes window,
I could try that on one of the iPads I haven't yet tried to sync on iTunes, but the one I'm having trouble with only shows "iTunes" and a picture of a USB plug on the front. It's doing nothing.
right click on your iPad icon there and select Restore from back up
Oh I see
Have you attempted to perform a hard reset with that iPad to see if it boots to the main screen you normally are used to seeing?
i don't know how to do that
No worries, it is simple and I will provide steps below on just how to do that:
iPhone, iPad, iPod Touch Hard ResetWhat you can do, in order to resolve this issue, is start by resetting your Apple iOS device (i.e. iPhone, iPad or iPod Touch) (Note: this does not remove any settings, data or media you have installed in your device) • To perform a hard reset, press and hold your Sleep button (located on the top of device) and Home Menu button (located in the bottom middle of the device) for approximately 10 seconds, or until the screen goes black, whichever occurs first. • Once your screen goes black, release both keys. (If you see a white Apple logo before you release the keys you have held the keys to long and will need to start the reset process once again) • The next screens you should see after the black screen, is the Apple logo screen followed by the main screen.
Let me know if you are able to see your main screen as normal after you attempt this process.
I still see "iTunes" and a picture of a USB
After you performed the hard reset?
Can you you do a favor for me and reconnect your iPad to your iTunes once more?
I would like to do a play by play regarding what you see in iTunes
just to get an idea what may be giving you the headache in this situation here
iTunes doesn't seem to notice the iPad yet. "Devices" still doesn't offer me any options
okay - restarted iTunes - says iTunes has discovered an iPad in recovery mode. You must restore this iPad before it can be used with iTunes
That is what we need to be at
what should I do next?
Now do you have any buttons that come up with the option asking if you wish to restore or restore your iPad from a backup?
Yes "Restore iPad"
I should note that I did this yesterday without success. Is there anything I need to do to prepare, e.g., disable firewall, etc.?
I would recommend before going further, you do check to make sure any anti-virus software or Firewalls have been disabled
that way you should have a better go at this
and not to worry, I will be right here
do I need to restart then?
Windows Firewall is disabled
I also have AVG, but I don't know how that can be disabled.
Do you see an AVG icon at the bottom of the system tray on the left side of your screen
right click on that icon and select the option to disable it
I'll go ahead with the iPad recovery
Ok good- I will standby and await your update
Error message - The iPad "iPad" could not be restored. An unknown error occurred (21).
Ok hold that pattern for me, let me research that error code for you
I'll just wait, won't touch a thing
lol- no worries-
I have an article here from Apple regarding iOS Devices (including iPads) that are affected by the error-21 code
it is simple to follow, but too detailed for me to script out to you
so I wanted to provide this for you to try and I will be here as you go through the steps Apple recommends, as a guide as needed
I have it open as well
hmmm... not sure what I should do. There aren't any obvious problems.
I'm running a current version of iTunes
This is dealing with the security software (anti-virus, firewall, internet security software) etc
Are you still reading over the article?
let me know where you are at, I am going to try to help you through this as well as I can
I've read it, but I can't find anything that I haven't already turned off
Ok then in that case, let's try another approach
First, bookmark this session web page in your browser, if you are chatting from the same computer you have iTunes installed and are connecting your iPad to
this way if you should have to reboot for any reason, you can come right back to this session via the bookmark
ok now a quick question
have you recently updated your AVG software?
also what version of Windows are you currently running on your PC?
I have not recently updated my AVG, except that I think it updates automatically. I'll check
I think I'm running Windows XP - almost certain. How would I check for that?
updating AVG right now -- oh, it says "update completed successfully. you are up-to-date"
now do you know how to access AVG to check for Rules which allow you you decide what ports to block or allow?
For example, in order for AVG to allow iTunes to work with any connection to Apple's servers which I believe is happening here
it would need to allow
This- iTunes must be allowed to contact Apple using the following ports and servers:
I believe when you are using iTunes to contact Apple's servers to run your updates, AVG is blocking those ports
hence the error -21 you keep getting
So because I don't have AVG installed on my PC
I have to work
"on the fly" with you as they say, relying on what you can see and tell me when I have you go into AVG
but before we do that
did you say that you have already disabled AVG?
Also can you provide me what version of AVG you have?
(Thank very much for your patience in advance; as I have to ask these questions in order to better isolate what some of the symptoms of your technical issue are-- in order to work toward a more viable solution for you)
AVG Anti-Virus Free Edition 2013
that is just what I thought
I disabled it and then re-enabled it to run an update. Should I disable it again?
ok one moment, checking some of the features of this product's use
if you would yes please
now tell me, what firewall software are you also running if I may ask?
Windows Firewall, but it's currently disabled
ok and so both Windows Firewall and AVG are both disabled, correct?
if that does not work, and you get the error -21 again
quit that error message and this time right click on your iPad icon listed under DEVICES on the left side view of iTunes
and from the menu that pops up, select "Restore from back up"
Click the Full Size Image link to enlarge the images
to see them better as necessary
how's it going so far?
okay - something different -- it still didn't finish the update/recovery, but the error message is different. "The iPad "iPad" could not be restored. An unknown error occurred. (1604)"
if it is not one thing, it is another-
ok try this for me
reboot your PC now
and when you are back up to your main desktop
go ahead, disable the AVG and Windows Firewall
and try the restore one last time
okay - how will I get back to you?
bookmark this page
in your web browser
We did not reach any resolution yesterday. I did go to the apple store and have resolved most of the problem. I'm not sure how to rate this session, because I still had to seek other help before I could achieve resolution. I do have a remaining question, though, with which you might help me.
I am sorry I missed you. I did not see a notification of you coming back online, so my apologies for that. I was provided an update that you had come back to this session seeking to continue with me so we could still work to resolve this issue, as I am aware your question is still unresolved.
I will remain on this case until we have found a viable resolution for you. So during this time, if I am offline, please feel free to still reply in this chat and going forward, I should be able to see alerts coming from this session that you are online seeking my assistance, or to update me on a process I may have provided to you previously.
When you are back please feel free to post your question and I will be glad to continue to assist you.
-Terry, Sr. Mac Support Specialist