Data Recovery for iOS FAQs

• 1. Will the software be able to recover any data if I don’t know the passcode?

  Follow the following steps:
  1. Connect your device to the computer and choose the right device model.
  2. Select “Recover from iOS device” to analyze and scan for data.

  To scan for data from iPhone 3GS, iPhone 4, iPad (1st gen.) and iPod Touch (4th gen.), follow the instructions below.

  

  To scan for data from iPhone 4S, iPhone 5, iPad 2 or later models and iPod Touch (5th gen.), click the “Start Scan” button.

  

  Note: If you have never plugged the device to your computer previously, you will not be able to use “Recover from iOS device” feature. (This applies for iPhone 4S, iPad 2 or later models and iPod Touch (5th gen.).

• 2. Why does my computer not able to detect my device?

  This issue generally occurs when the device cannot be recognized. Please follow the instructions to trouble-shoot the issue.

  1. Unplug and re-plug the device to the computer.
  2. If the device (in good working condition) was not plugged into that computer previously, you will be prompted to trust this device/computer. Select Trust.

  

  3. For devices that are not in good working condition, please follow steps below.

  a. Disconnect from the computer and power off the device.
  b. Press and hold the Home button, while the device is connected to the computer via USB. The device will restart automatically.
  c. Continue to hold down the Hoe button until the “Connect to iTunes” icon appears on the device.

  

• 3. Downloading and restoring from iCloud backup failed

  Please make sure your Internet connection is working, as iCloud backup files are located online. Please note that connecting and restoring from iCloud Backup may take a longer time to finish.

  To cut down on download wait times, you can select the type of files you want to download instead of downloading everything.

  
  

• 4. Which iOS devices and files does the software support?

  Supported Devices:
  iPhone 3G, iPhone 3GS, iPhone 4, iPhone 4S, iPhone 5, iPhone 5C, iPhone 5S, iPhone 6, iPhone 6 Plus, iPhone 6S, iPhone 6S Plus, iPhone SE, iPhone 7 Plus, iPhone 7

  iPad (1st gen.), iPad 2, iPad (3rd gen.), iPad (4th gen.), iPad Air, iPad Air 2, iPad mini

  iPod Touch (4th gen.), iPod Touch (5th gen.)

• 5. What to do in case of a freezing or crashing issue?

  If Dr. Fone freezes or crashes, please try to trouble-shoot with the following suggestions.

  1. Quit your anti-virus software if you have one installed
  2. Restart your iPhone and computer.
  3. Test software on another computer.
  4. Disconnect all other USB devices.
  5. Re-install Dr. Fone for iOS

  If the problem persists, please send us the log files and description of what and when the problem occurs.

  To find the log files for the Mac version.

  Method 1: Click Go on the top menu, press the Option key on the keyboard to display the Library option in the drop down list.

  Select Library, go to Logs>Diagnostic Reports then locate and send the log file to us for analysis.

  Method 2: Click the program’s main menu Wondershare Dr Fone for IOS, next to the Apple logo.
  Select feedback from the dropdown menu and fill in the boxes to send the log files with your feedback.

  2) To find the log files for the Win version.
  Method 1: please locate the log file:- C:ProgramDataWondershareDr.Fonelog
  Method 2: Click the Feedback icon on top right corner of the product then submit the log files to us directly.

• 6. What to do if you get “Analyze failed” error?

  If you encounter the “Analyze failed” error, please follow these trouble-shooting steps.

  1. Unlock the device with your password if you have screen lock enabled.
  2. Make sure to have the latest version of iTunes.
  3. Please remove the encryption if you have your iTunes backup files encrypted.

  If the problem persists, please follow these next steps.
  1. Check the USB connection. Try reconnecting it or trying another USB port.
  2. Restart your iPhone and computer.
  3. Test it on another computer.
  4. Disconnect all other USB devices.
  5. Quit your anti-virus software if you have one installed.

  Tip: For iOS 7 devices, if the device was not plugged into that computer previously, you will be prompted to trust this device/computer. Select Trust in this case.

  If there’s no prompt, please manually re-connect the device until the prompt appears.

• 7. Why is there no content when previewing iMessage?

  This issue can be caused if there are attachments in your iMessage that are in an unsupported format. The software currently supports, M4A, MOV, JPG, PNG, BMP and vCard files.

• 8. Why is there no content when previewing iMessage?

  This issue can be caused if there are attachments in your iMessage that are in an unsupported format. The software currently supports, M4A, MOV, JPG, PNG, BMP and vCard files.

• 9. Why no data is found via Recover from iTunes Backup File?

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  If there is no data found by using “Recover from iTunes Backup file”, might be due to one of the two reasons below:

  1. iTunes can overwrite your current information with the backup information. So your current data might have been lost when replaced with the backup data.
  2. Your device was never backed up with iTunes successfully. In this case, proceed with recovering via iOS device and/or iCloud.

• 10. What are the limitations of the trial version for Dr.Fone for iOS?

  The trial version will only scan from iTunes backup, iCloud backup and iOS devices to preview the lost data.

  When you upgrade to the paid full version of the software, you can then recover and save the scanned data to your computer.

  After purchasing, you will get a registration code via Email. You can immediately recover the previewed data after registering the software.

• 11. Can the data be recovered from a device that is screen locked?

  It is possible to recover data by using the “Recover fron iOS Device” function if your device is an iPhone 3Gs, iPhone 4, iPad (1st gen.) and iPod Touch (4th gen.)
  

  If your device is any of the following:

  iPhone 4S, iPhone 5, iPhone 5C, iPhone 5S, or later models.
  iPad 2, iPad (3rd gen.), iPad (4th gen.), iPad Air, iPad mini, or later models.
  IPod Touch (5th gen.), or later models.

  And have been previously synced with iTunes, then choose “Recover from iOS Device” to scan device.

  If you haven't synced the device to iTunes in your computer, the “Recover from iOS Device” function will require the screen passcode before it can detect the device.

• 12. What to do if the program crashes/freezes while scanning?

  To bypass the crash/freeze issue, you can back up the device using iTunes first. Here's how:

  1. Make sure your computer has the latest version of iTunes.

  2. Connect your device to your iTunes.

  3. Choose File > Devices > Back up.

  Then apply Recover from iTunes backup file function in the program to recover the data to the device again. If it does not work, please contact our support team ([email protected]) for further help.

• 13. Why the program fails to detect my iPhone/iPad after plugging in?

  First make sure your iPhone/iPad is in working condition and the iTunes recognizes it.

  In the meantime, please take the following steps to rectify the situation:

  1. Please make sure the USB connection is functioning.
  2. Please restart your iPhone and computer.
  3. Please try it on another computer if possible.
  4. Please disconnect all other USB connections.
  5. Please disable anti-virus software.

• 14. What if my iPhone/iPad is disabled due to entering the incorrect password?

  Dr. Fone for iOS is not able to recover data from a disabled device due to entering the incorrect password too many times.

  In this instance, you can connect the iPhone to the computer that is usually or at least connected to previously. It probably won't require for screen password to access the data on the phone.

  If the device still requires a passcode, there is no other way to bypass it. This is due to the security feature built into the OS. The only way to recover any data will be from an iTunes backup or iCloud backup.

• 15. What if I cannot download iCloud backups using Recover from iCloud backup file mode?

  Please make sure that you have a strong internet connection and all backups are completed.

  You can check your iCloud account online using the computer to check if all of your information is there.

  Tip: To set up iCloud on your computer and start backing up,

  For Windows users, go to www.apple.com/icloud/setup and click on Windows PC. Download the iCloud Control Panel for Windows.

  For Mac users, follow the following link to set up iCloud account on your Mac. http: //www.apple.com/icloud/setup/mac.html

  If you have verified that the information is in your iCloud account but still unable to recover, please contact our support team. Please Email [email protected]

• 16. When recovering text messages, why do the contacts shows as “unknown”?

  The software can retrieve the text message contents. However, if the entire message string and contacts were deleted, the chances of recovering the contact information and message date are very slim.

  To continue to look for your messages, please check other message strings that fall under other phone numbers or the “Unknown” section. It is possible that you will find the missing messages in under another phone number or section.

• 17. How to repair an iPhone or iPad that’s disabled or stuck in Recovery mode?

  When your iPhone or iPad is disabled or stuck in Recovery mode (black screen with a white Apple logo) you can use the “Repair Operating System” function in Dr. Fone for iOS.

  First make sure the software recognizes the device. For malfunctioning device, please take the 3 steps to enter "Recovery Mode".

  a. Disconnect from the computer and power off your device.
  b. Press and hold the Home button while the device is connected to the computer. Your device should restart automatically.
  c. Continue to hold the Home button until the "Connect to iTunes" icon appears on your device.

  Check if the software can now recognize the device then proceed with “Repair Operating System” function.

• 18. What should I do if I forget the password to my Apple ID (iCloud account)?

  From the main program window please click the link, as shown below, to reset your passcode.
  

  You can reset your Apple ID password by going to “Forget your Apple ID or Password in the lower part of the main program. Please see screenshot below for your reference.

  

  You can also go directly to the Apple ID website to reset your password at www.appleid.apple.com.

  Tip: Please check your junk folder in your email if you sent a verification email to reset your password.

• 19. Can I recover the iTunes Backup File from an external hard drive?

  Dr. Fone for iOS allows you to select the hard drive (even an external hard drive) to scan for the iTunes Backup File to recover.

  Tips: Please select the correct iTunes Backup File. If the iTunes Backup File is encrypted, please enter the password first.

• 20. Which iOS devices and file types are recoverable by Dr. Fone for iOS(Mac)?

  Please go to the website to check all the supported devices and supported file types.
  

• 21. Can Dr. Fone for iOS (Mac) be installed on my iPhone or iPad?

  Dr. Fone for iOS is a Mac application and cannot be installed on iOS devices such as iPhones and iPads.

• 22. How to display hidden log files?

  To show hidden log files, please follow the instructions below.

  1. Go to Finder >Go >Computer from the top menu.

  

  2. Press Command + F on your keyboard to start search.

  

  3. Change “Kind” to “Other” in the drop down menu.

  

  4. Select a search attribute: Type, “File invisible” in the search field.
  5. Tick the box next to File Invisible and click OK
  6. The hidden files will now be shown.

  

• 23. Why does my web browser cannot view the recovered emoticons?

  iOS comes with its own emoticons that cannot be recognized by other internet browsers. Try using Safari to display the emoticons.

• 24. Why are there no messages attached to my recovered files?

  This error might happen if the software does not support the attachments in your iMessage. The software currently supports M4A, MOV, JPG, PNG, BMP and vCard formats.

  Otherwise, the data might have been lost due to the data has already been overwritten by new data.

  You can try to use “Recover from iTunes Backup File” function if you have backed up the device to iTunes previously. Alternately, you can try “Recover from iCloud Backup file” if you back up to iCloud.

• 25. Why can't I connect and sync the device with iTunes after losing the data?

  When you sync the device to iTunes, the backup files gets updated resulting to your previous data being overwritten.

  In this case, the program cannot recover the deleted files.

• 26. Why can’t I access the device while trying to use “Recover from iOS Device” function?

  The device was disconnected during the process. It is suggested to reconnect the device to the Mac.

  Please do a Hard Reset by holding down the Home button and the Power button at the same time for 10 seconds. Please see picture below for your reference.

  
  

• 27. Can the data be recovered if the device does not switch on?

  For iPhone 3GS, iPhone 4, iPad (1st gen.), iPod Touch (4th gen.):

  Please try the following steps:

  1. Connect your device to the computer and choose the right device model.
  2. Select “Recover from iOS device” or “Recover from iTunes Backup File”, connect your device and scan the data.

  If the software cannot identify your device, try to connect to another computer if possible and try again.
  

  For iPhone 4S or later, iPad 2 and later and iPod Touch (5th gen.) or later models:

  The software does not support data recovery from these devices currently.

• 28. Can the software retrieve my screen passcode?

  The program does not support retrieval of the screen passcode.
  

• 29. How do I recover data from iCloud Backup files?

  If you have activated iCloud backup on your device, you can select the “Scan iCloud Backup file” function. This mode can support all Apple devices.

  Supported instances:
  The file was deleted a long time ago.
  You are unable to enter the iOS device.
  The device is lost but was backed up to the iCloud.

• 30. Why is there no data found when recovering fro iOS device?

  If the software failed to recover any data when recovering from iOS device, it may be due to the data has already been overwritten by new data.

  Continue to recover the data by using “Recover from iTunes” if you have backed up via iTunes previously or “Recover from iCloud File” if you have an iCloud backup.

• 31. What are the system requirements to use Dr. Fone for iOS (Mac)?

  Mac Operating System: minimum requirement 10.6.8 (Snow Leapard) or later.
  iTunes version: iTunes 10.7 or above
  Hardware requirement: CPU/Intel Core 1GHZ or faster
  Free Hard Disk Space: 1GB minimum.

• 32. Why do the device’s screen go black while using the program?

  The screen normally goes black when the software is analyzing the device.

  You can press the Home button and Power button (Hard reset) at the same time and hold for 10 seconds to restart the device.
  

  You can also connect your device to the software, select the right device and choose “Recover from iOS Device”. Select “Restart Device to Normal”.

• 33. Does the software support encrypted iTunes Backups?

  It is only possible to retrieve encrypted iTunes backups if you have the password to decrypt the file.

  Without the password, it would be impossible for the software to recover any data from the backup.

• 34. Why should iTunes be closed when using the product?

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  It is a good idea to turn off or quit iTunes to avoid automatically syncing and overwriting your backup files. Another way of doing this is by going to iTunes Preferences, under Devices, tick the box that prevents iPods, iPhones and iPads from syncing automatically.

  To quit iTunes, right-click on the iTunes icon on the dock and select “Quit” or press Command+Q on the keyboard.

• 35. What do I do if no iTunes backup can be found?

  The device has to have been synced and backed up to iTunes previously for backup files to generate. If you have backed up to iTunes previously but no backup files were detected, it is either due to not selecting the correct device or the backup files are not saved in the default location.

  Please follow the trouble-shooting steps below.

  1. Select your device again or restart the software to let it auto-detect your device.
  2. Save the backup files to the following path:
  Users/User name/Library/Application Support/MobileSync/Backup/

  Tip: If you still cannot find the destination folder, please refer to the link below on how to display hidden files?

• 36. Why can’t iTunes detect my iOS device?

  If iTunes has been set to automatically synchronize, it’s most likely that the backup files have been updated and overwritten with new data. In this case, the deleted files are not recoverable.

• 37. What are the differences between recovering from iOS device versus recovering from iTunes?

  Recover from iTunes Backup file:
  You can use this to Scan iTunes backup files to find data that has been deleted from your iOS device, or lost data due to an inaccessible iOS device, or lost devices that has been backed up through iTunes previously.

  Note: Only the latest backup files can be found. If you re-synced your device and backed up your data again, your previous files will be overwritten leading to your deleted file not recoverable.

  Recover from iOS device:
  You can use this to scan your iOS device to find lost data without any backup.

  Note: Please limit your usage of the device to avoid data being overwritten.

• 38. Can this software get back the screen passcode?

  Dr Fone for iOS(Mac) currently doesn't support retrieval of the screen passcode, But it could help recover lost data for you.

• 39. Why should I download the plugin before the device scanning?

  If you are running iPhone 3GS, iPhone 4, iPad 1 or iPod Touch 4, you need to download a plugin that matches your device's model before starting scanning. If the plugin cannot be downloaded, It is advised to check whether your device is connected. If you still have problem, please contact our support team for further assistance.

• 40. Why are there no thumbnails for recovered files?

  When trying to recover from iOS device directly,

  For iPhone 3Gs, iPhone 4, iPad (1st gen.) and iPod Touch (4th gen.), this error usually occurs when the phone has a passcode lock. Unlock the screen lock with your passcode and try again.

  For iPhone 4S or later, iPad 2 or later and iPod Touch (5th gen.) or later models, this error usually occurs when iTunes backup files are encrypted. Remove the encryption of your iTunes backup and reconnect the device to the Mac.