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User profile for user: Mellim
Mellim Author
User level: Level 1
9 points

iPhone X frozen with Apple logo

Hi, please help! My iPhone X suddenly froze as I was sending a photo thru WhatsApp and I have been unable to update it. This is what I have done: Hard reset by pressing volume up then volume down then side button till apple logo comes out but then it changes to the "connect to iTunes" message (image of cable & a PC) After connecting to iTunes, halfway thru updating the software, I get an error message that says "an unknown error occurred [14]" I changed USB port and also used a brand new original cable which came with my phone. What should I do next? I am reluctant to restore my phone unless I have exhausted all means of resurrecting my phone. Any advice would be greatly appreciated! Thank you in advance :)

iPhone X

Posted on Oct 1, 2019 8:50 AM

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User profile for user: chuck_3rd
chuck_3rd
User level: Community Specialist

Oct 3, 2019 1:20 PM in response to Mellim

Hello and welcome to Apple Support Communities, Mellim!


I understand you're receiving error 14 when troubleshooting your iPhone X with iTunes. I'd be happy to provide you with information to help you out.


Have you checked for third party software interference?: Get help with iOS update and restore errors

"Check your USB connections

If you see error 4005, 4013, or 4014, use these steps.

If you see one of the errors below, check your USB connection, USB cable, USB port, or computer:

  • 13, 14, 1600, 1601, 1602, 1603, 1604, 1611, 1643–1650
  • 2000, 2001, 2002, 2005, 2006, 2009
  • An error that includes "invalid response"

Here's what to check. Try again after each step:

  1. Use the USB cable that came with your device. If you don't have it, try a different Apple USB cable. 
  2. Switch to a different USB port on your computer. Don't plug into your keyboard.
  3. Switch to a USB port on a different computer.
  4. If you still see the error, check for other USB issues, check your third-party security software, then check your hardware.

If you still see an error, contact Apple Support."


Thank you for using Apple Support Communities.

Enjoy your day!

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iPhone X frozen with Apple logo

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