Month 2: Bringing iPhones back

Before you erase

Back up anything the user needs. Then turn off Find My by signing out of the Apple Account, or be ready to enter its password during the erase. Otherwise the device comes back with Activation Lock. On a supervised company device, check with the MDM admin: they may erase it remotely with Return to Service instead.

Priya: I've seen a whole box of phones stuck on Activation Lock. Sign out first, every time.

Exam tip Erasing destroys the data encryption keys, so the old data becomes unreadable almost instantly.

Three ways to erase and restore

Pick the tool that fits the situation.

• On the device: Settings > General > Transfer or Reset iPhone > Erase All Content and Settings (asks for the passcode and Apple Account password)
• With a Mac: Finder > select the device > General > Restore iPhone (installs a fresh iOS; Find My must be off)
• With Apple Configurator for Mac: select the device > Actions > Restore (erases and installs the latest iOS)
• Remotely: an MDM erase command (supervised devices can use Return to Service)

Reset is not erase

Transfer or Reset > Reset offers smaller fixes that keep data: Reset All Settings (settings back to default), Reset Network Settings (removes saved Wi-Fi, VPN and cellular settings), Reset Keyboard Dictionary, Reset Home Screen Layout and Reset Location & Privacy. Only Erase All Content and Settings returns the device to factory settings.

Exam tip Trap: "Reset All Settings" sounds drastic but keeps apps, photos and data. Factory reset = Erase All Content and Settings.

When to use recovery mode

Use recovery mode when the device is stuck on the Apple logo for a long time, keeps restarting, shows a "connect to computer" screen, isn't recognized by the Mac, or the user forgot the passcode. It starts a small recovery system that lets a Mac reinstall iOS or iPadOS.

Exam tip Forgot passcode? Recovery mode Restore erases the device. The data comes back only from a backup.

Getting into recovery mode (iPhone 8 and later)

Connect the iPhone to a Mac with a cable and open Finder (or Apple Configurator). Then: press and quickly release volume up, press and quickly release volume down, then press and hold the side button. Keep holding past the Apple logo until the recovery mode screen (a computer and cable) appears.

• iPad without a Home button: volume button nearest the top button, then the other volume button, then hold the top button
• iPhone 7: hold side and volume down together; iPhone 6s and earlier: hold Home and side/top

Exam tip Released too early at the Apple logo? The phone just restarts. Keep holding until the recovery screen.

Update first, then Restore

Finder shows a message that there's a problem with the device and offers Update or Restore. Update reinstalls iOS and tries to keep data and settings. Restore erases everything and installs a fresh iOS. Always try Update first. If the download takes more than about 15 minutes, the device leaves recovery mode; enter it again and repeat.

• Apple Configurator calls the keep-data option Revive and the erase option Restore
• DFU mode goes deeper, for devices that won't even reach recovery mode (Configurator Revive or Restore)
• After Restore, Activation Lock still applies if Find My was on