I am trying to restore a locked device where password is unknown.

iTunes goes to restore, iPhone Software Update goes to 18,000  hours remaining, then stops with error 9006.  I have done the same thing on a different device, restore took about 8 minutes, so network connection is fine.
I've retried this restore on the locked device about 6 times, same result.
Here is the background.  I manage mobility for my company.  I have an iPhone 5 from a terminated employee that we are trying to reset and redeploy.  We do not know the passcode for the device and cannot contact the terminated employee as the parting was not amicable.
So, held down power and home keys while device was disconnected, until it shut down.  Held down home key while reconnecting the device.  Window opened in iTunes saying it had detected a device in recovery mode and the device would have to be restored.  Clicked on Restore iPhone, window opened asking if I want to restory the iPhone to factory settings.  I clicked on Restore and Update. iOS 7.1 update opens, accepted license agreement and download begins.  Hours remaining continually counts up until it hits anywhere from 14,000+ to 18,000+ hours remaining, then stops with error message:  "There was a problem downloading the software for the iPhone "iPhone".  An unknown error occurred (9006).  Make sure your network settings are correct and your network connection is active, or try again later."  Then I get the message that iTunes cannot connect to the device because it is locked with a passcode and I need to enter the passcode to proceed.  In other words, back to square one.
I have my own iPhone 5, so I backed it up and repeated the same steps to restore it to factory settings, took about 8 minutes with no errors, so I know there is no issue with my network connection.
I need to get this device restored so we can redeploy it.  Any suggestions are much appreciated.

Yes, you will still get the prompt.
I meant reset then try the recovery mode restore again.
You can also try DFU Mode.
DFU (Device Firmware Update) Mode is different than Recovery Mode.
DFU Mode is a special mode where the device can still interface with iTunes, yet it does not load the iBoot bootloader.
DFU Mode:
Plug your device into your computer.
Turn off the device.
Hold the Power button for 3 seconds
Hold the Home button without releasing the Power button for 10 seconds
Release the Power Button but keep holding the Home button
Keep holding the Home button until you are alerted by iTunes saying that it has detected a device in Recovery Mode
      NOTE: Make sure the device screen is blank and no logos are present. Be patient, it make take several trys.

Similar Messages

Maybe you are looking for