How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask tyroneboman Your Own Question

tyroneboman
tyroneboman, Mac Genius
Category: Mac
Satisfied Customers: 9266
Experience:  Computer specialist.
62741268
Type Your Mac Question Here...
tyroneboman is online now
A new question is answered every 9 seconds

I am trying to restore my backup from my MacBook to my new

Customer Question

I am trying to restore my backup from my MacBook to my new iPhone 7. I just used the iTunes password ***** days ago but i keep getting an error message that it's incorrect. I double checked it in the keychain (keyword iTunes passcode) & verified it is correct. I am stumped as to what it wants. Thank you
JA: Just to clarify, how old is your MacBook and what operating system are you running?
Customer: I believe it is 2009 & Yosemite
JA: Have you installed any updates recently?
Customer: Yes
JA: What troubleshooting have you tried?
Customer: Just any password ***** can think of. I don't have knowledge of anything else
JA: Anything else you want the Mac expert to know before I connect you?
Customer: No, thank you for asking
Submitted: 2 months ago.
Category: Mac
Expert:  tyroneboman replied 2 months ago.

Hi ,

My name is***** am sorry to hear that you are having this issue.

I will be glad to assist you with this.

Are you using the same Apple iD and password ***** the iPhone7 that you use on your Macbook iTunes?

Customer: replied 2 months ago.
Thank you & No, the keychain had a different passcode than my Apple ID.
Expert:  tyroneboman replied 2 months ago.

okay, the Apple ID password ***** ***** one that is required on the iPhone.

Customer: replied 2 months ago.
I've tried that one....so I need to change it in the keychain on the Mac?
Customer: replied 2 months ago.
I mean I tried that one and it didn't work. Do I need to update to that in keychain and try again?
Expert:  tyroneboman replied 2 months ago.

the only way to use the back up is if it is connected to the same apple id that was used when the back up was created.

Customer: replied 2 months ago.
T-Mobile had me sign into my phone using the same Apple ID & password. The problem is that the Mac is asking for the iTunes passcode....which isn't the same thing. I had to enter it when backing up to my computer 2 days ago. My Apple ID didn't work so I searched for it in the keychain. I used the one listed and it worked to backup my previous phone. Now the same request for iTunes passcode and same passcode from keychain isn't working.
Expert:  tyroneboman replied 2 months ago.

okay, that sounds like you have two different accounts.

Customer: replied 2 months ago.
I checked both iCloud and iTunes and both take the same email and password. However, I just tried again on the Mac and still gives me error message that passcode is incorrect.
Expert:  tyroneboman replied 2 months ago.

okay, is the icloud and itunes username email address the same as the iphone?

Customer: replied 2 months ago.
How do I check on the Mac?
Expert:  tyroneboman replied 2 months ago.
  • Select Apple menu > System Preferences > iCloud
Customer: replied 2 months ago.
both iCloud and iTunes on Mac are same as phone. Tried again; didn't work��
Expert:  tyroneboman replied 2 months ago.

For itunes account info,

open iTunes, then click on account in the menu, then choose view my account.

Customer: replied 2 months ago.
I did; it is correct
Customer: replied 2 months ago.
I received a pop up from Apple that it cannot read my phones system and to do a factory reset
Expert:  tyroneboman replied 2 months ago.

okay, did you use the Encrypt Backup feature?

Customer: replied 2 months ago.
It's not currently set but I did when I did the backup
Expert:  tyroneboman replied 2 months ago.

okay, the encrypted back up will ask you to use a different password ***** you choose the option. Do you remember typing a different password *****?

Customer: replied 2 months ago.
I just clicked it and it's asking me to create a password. I don't remember a password ***** popping up 2 days ago. It is very possible that my tired brain thought about clicking the encryption but never actually did it.
Expert:  tyroneboman replied 2 months ago.

Go to Preferences from the iTunes toolbar. Then select Devices. If the backup was encrypted, you will see a lock next to it.

Customer: replied 2 months ago.
it is locked. Since it is asking me to create a password ***** the encryption I just tried 2ce to create a password ***** the encryption but it isn't allowing the ones I chose to be se
Expert:  tyroneboman replied 2 months ago.
  1. From the menu bar at the top of your computer screen or at the top of the iTunes window, choose iTunes > Preferences.
  2. Click the Devices tab.
  3. You should see a to the right of the name of your device, along with the date and time that iTunes created the backup.
  4. The keychain should have the password ***** for that back up if you checked the keychain box when it was backed up.
Customer: replied 2 months ago.
No, it says (correctly) my last backup to Mac was October 4th, but there isn't anything for that date. The last backup before that was April 15th, 2015. I accessed the encryption passcode (very, very long and I didn't set it) copy & paste - that didn't work either.
Expert:  tyroneboman replied 2 months ago.

When you try to use a backup and you see a message saying "The password ***** entered to unlock your backup was incorrect." This message means that the iTunes encryption option was turned on. If you dont have the password ***** if it is not in your keychain, you will not be able to use the back up. There isnt a workaround for the passwords.

Customer: replied 2 months ago.
Ok, thanks for trying.
Expert:  tyroneboman replied 2 months ago.

your welcome!