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I have an iPhone 6s that I want to reset since we don't know the passcode. I'm using Windows 10, but I can get access to a Mac if that would help. The iPhone connects successfully to the iTunes version linked in this reset article, but it immediately tells me to update to the latest iTunes if I want to update or restore the phone.

However, the newest version of iTunes downloaded from the Microsoft Store doesn't connect to this phone at all, and a message pops up that the USB device isn't recognized.

I don't get the Erase iPhone shown on Tom's guide here, so the phone must have a slightly older iOS installed. I've found paid software online that alleged unlocks iPhones but I'm not sure if they're reliable, malware, etc. I have the .ipsw file that I can use to restore the phone but not sure what I can do with it.

Any thoughts on how to resolve this situation?

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  • Does this help? support.apple.com/en-us/HT212542
    – Allan
    Commented Aug 26, 2023 at 22:08
  • Thanks for the suggestion, I managed to figure out how to get it working. See posted answer.
    – naasking
    Commented Aug 27, 2023 at 13:07

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I managed to get this working. What I ended up doing is installing the old version, plugging in the phone and making sure it registered the device, then I installed the new version while the old version was still installed (previously I had uninstalled the old version). This triggers Apple's upgrade process which seems to preserve the drivers.

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    New/old version of iTunes? You might want to specify that.
    – Allan
    Commented Aug 27, 2023 at 13:10
  • Specify what? My original post linked directly to the old version, and the new version is whatever version is in the Microsoft store.
    – naasking
    Commented Aug 28, 2023 at 0:16
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    Imagine someone coming to this answer in 2 years time when the 'new version is whatever version is in the Microsoft store' has moved on a few revisions. How is anyone to know whether your original issue was related to a specific version and solved only by a specific newer version? In addition the linked Apple KB article does not reference a specific iTunes version either (Apple update answers too). Remember that your answer is not just relevant to you and your original question.
    – Andy Griffiths
    Commented Sep 26, 2023 at 14:16

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