Why won't my iPhone restore?

Please help!!! I am trying to update my friend's iphone, but every time I try to restore to the latest firmware, I always get and error message! It says "The iPhone "iPhone" could not be restored. An unknown error has occured. Then, it either gives me an error message (21) or error message (11). Both of thoes don't have an error section on apple's support website, si I have no clue what to do! I've changed USB ports, on 2 different Macs, both running the latest version of OSX Lion and the latest version of iTunes. I have an iMac and a MacBook Pro. Both are the late 2011 models (the newest to date) Please elp, because this has happened before, and I didn;'t know how to solve it, so I had to take it to the apple store, and they did the same exact thing I did, and it just worked. I'm getting really frusturated, so PLEEEASEEE respond quickly.
P.S. This is for my friend, since he doesn' have a computer, and this is his only phone.

I'm not trying to downgrade, I'm trying to upgrade, but I want a fresh upgrade, without any of my previous settings. iTunes has detected an iPhne in recovery mode. You must restore this iOhne before it can can be used with iTunes. I'm still having problems.

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