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Richard
Richard, Apple Software Engineer
Category: Mac
Satisfied Customers: 31236
Experience:  IT Engineer for over 15 years
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I bought a new iPhone yesterday. I backed my phone up while

Customer Question

hello I bought a new iPhone yesterday. I backed my phone up while I wa in the store, but I didn't back up my music. When I got home last night I plugged my phone up to back up my music to it and it never powered back on. Now its saying I need to download the new software on my iTunes inorder to restore my phone. Problem is, my computer refuses to download it. I ran iTunes diagnostics and it says "secure link to iTunes store failed".
JA: Just to clarify, what's the make and model of your machine, and what operating system are you running?
Customer: my laptop is an hp pavilion x360 and I am running Windows 10 home
JA: Have you installed any updates recently?
Customer: My laptop just installed a big update yesterday before I bought and backed up my phone the first time. My iTunes updated last week.
JA: What troubleshooting have you tried?
Customer: My phone is in recovery mode right now Ive restarted my computer and ive tried downloading the new iphoen software several times. It gets to the end of downloading to the computer and then says it failed
JA: Anything else you want the Mac expert to know before I connect you?
Customer: no
Submitted: 2 months ago.
Category: Mac
Expert:  Richard replied 2 months ago.

Hi there and welcome

On your computer, can you go to control panel, Programs n Features > highlight QUICKTIME and click CHANGE then REPAIR.

Then once done, restart the computer and tell me if it now works

Customer: replied 2 months ago.
I do not have quicktime under programs and features
Expert:  Richard replied 2 months ago.

ok, can you click on my link below and download and install itunes again

www.itunes.com

Download and run the installation and once done, restart and tell me if the phone now connects please

Customer: replied 2 months ago.
I reinstalled iTunes. and I'm now downloading the new iPhone software, but it was never giving me an error message before until it got to the end of the download
Expert:  Richard replied 2 months ago.

ok, let me know how it now goes please

Customer: replied 2 months ago.
I will. since the download has started over it says it will take 3 hours.
Expert:  Richard replied 2 months ago.

Thank you

Customer: replied 2 months ago.
when I run iTunes diagnotics, it still says that the secure link to iTunes store failed.
Expert:  Richard replied 2 months ago.

ok, which anti virus software do you use?

Customer: replied 2 months ago.
MacAfee
Expert:  Richard replied 2 months ago.

ok, can you disable it until next reboot, then try iTunes please.

Customer: replied 2 months ago.
it is off. and my iTunes says it will take 5 hours to download the new software.
Expert:  Richard replied 2 months ago.

ok, butt if you run the diagnostics, you get the error still?

Customer: replied 2 months ago.
still says it failed
Expert:  Richard replied 2 months ago.

when did it last work on this computer?

Customer: replied 2 months ago.
I used this computer yesterday in the Verizon store to backup my of phoe and then connect it back to my new one. It worked fine.
Expert:  Richard replied 2 months ago.

ok, I want to do a system restore please.

To do this, close all programs.

Press the windows key + X and click on Control Panel

click System and Security

Then click on System

Then System Protection

Then System restore

Choose a date before this problem occurred.

Let it complete and tell me if it now functions correctly please

Customer: replied 2 months ago.
the only choices I have are from 4am this morning which was hours after this occurred.
Customer: replied 2 months ago.
I just tried plugging it up to a desktop at work and when I hit restore iPhone it said "Software for this iPhone is not currently available. Make sure you have the latest version of iTunes and try again."
Expert:  Richard replied 2 months ago.

ok, we need to do a full reinstall of iTunes then

Click start, control panel, programs, uninstall a program

Uninstall the below software in the following order. Then, restart your computer.

iTunes

QuickTime

Apple Software Update

Apple Mobile Device Support

Bonjour

Apple Application Support (iTunes 9 or later)

Once you have restarted, install iTunes again from my link below

www.itunes.com

Once done, try it again

Let me know the results please

Customer: replied 2 months ago.
that did not work either. still says failed to connect network to iTunes
Expert:  Richard replied 2 months ago.

thats the exact error it now gives?