PhoneRescue Technical Support & FAQs

We have already released PhoneRescue 3 and prepared a new page of FAQ to provide more useful tips and solutions. Please refer to this page:

Have a question about iMobie PhoneRescue shopping, operation, technical problem and more? Check out below quick answers to our frequently asked questions or contact our team if you have any further questions. We guarantee you that we will reply any emails within one business day after receiving them.

What's the difference between trial version and paid version?

The trial version is the same product with the paid version. Compared with the paid version, it enables you to selectively scan and preview lost data from your iOS device and iTunes backup, but you cannot recover any item.

To ensure the recovery accuracy, we recommend you to try trial version to scan before purchasing, but you cannot recover any item.

Is there a video to teach me how to use PhoneRescue?

PhoneRescue provides three recovery modes: Recover from iOS Device, Recover from iTunes Backup and Recover from the iCloud. You can follow the video tutorials below to use PhoneRescue:

Which recovery mode is suitable for me?

To better know this question, please refer to Part 1.4 Which Recovery Mode Should I Choose >

How many file types can be retrieved by PhoneRescue?

Personal Data

- Contacts, Call History, Messages, Voicemail, Calendar, Reminder, Notes, Safari Bookmark, Safari History

Media Data

- Camera Roll, Photo Stream, Photo Library, Music, Video, Ringtone, Playlist, iBook, Audio Book

Note: Photo Library can be only recovered from iOS device mode.

App Data

- App Document, App Photo, App Audio, App Video

What's the difference of each recovery mode in PhoneRescue?

Recover from iOS Device:

Directly scan iOS device to find deleted data recently since recent data hasn't been backed up and overwritten. It will backup the current device data before scanning.

Note: Please keep your iOS device from generating new data. Any operations will make the lost data unrecoverable.

Recover from iTunes Backup:

Straightly scan iTunes backup without iOS device connection. It can retrieve previous data overwrote on device, even device lost or device damaged, but you should ensure the lost data was in your backup copy.

Recover from the iCloud:

If you neither have a workable Apple device nor an available iTunes backup, but the data has been backed up to the iCloud, this mode will download it from your iCloud account to scan the data. It's also workable to download them as backup(s) on your local computer.

Recover with DFU Mode:

Perfectly save too much hard disk storage space for your computer and too much time for scanning, and it could undelete more data by scanning your iOS device completely.

Note: Please leave your device alone in case of being covered with new data. Any operations will make the lost data unrecoverable.

Tips: To know which mode is best for you, here is a tutorial guide Which Recovery Mode Should I Choose >

What are the system requirements for PhoneRescue ?

For Windows users: Windows 8, 7, Vista, XP ,both 32bit and 64bit

For Mac users: Mac OS 10.10/ 10.9 / 10.8

Hardware Requirements:

CPU: Pentium IV 2.4 GHz or above

RAM: 512MB system memory or above

Hard Disk: 100 MB and above free space

If you still have questions, please refer to Tech Specs page or feel free to contact our support team, and you will be guaranteed with 7/24 customer support.

Will PhoneRescue work on iPad or iPod Touch?

Definitely! Apart from supporting Phone, it supports all generations of iPad and iPod touch. Please see the details below:

iPhone Series: iPhone, iPhone 3G, iPhone 3GS, iPhone 4, iPhone 4s, iPhone 5, iPhone 5s, iPhone 5c, iPhone 6, iPhone 6 Plus.

iPad Series: iPad, iPad 2, the new iPad, iPad 4, iPad mini, iPad Mini with Restina Display, iPad Air.

iPod Series: iPod touch 1, iPod touch 2, iPod touch 3, iPod touch 4, iPod touch 5.

What should I do if my device cann’t be recognized?

- If your device can not be recognized, please follow the guides below:

1) Unlock the screen of your iOS device by entering into the password.

2) Install the latest version of iTunes or unload to reinstall it again. Or, you can also install iOS device driver , which is provided by PhoneRescue.

3) Remove the password for your encrypted iTunes backup instantly.

- If everything above have done, but it is still inaccessible, please try the tips below to resolve:

1)Disconnect an reconnect USB connection, or try another workable USB cable.

2)Restart your iOS device and computer.

3)Switch to another computer if possible.

4)Disconnect or remover other USB storage devices.

5)Close all running anti-virus software.

If the error still appears, please feel free to contact our support team, and you will be guaranteed with 7/24 customer support.

Why does the device screen display black screen after using PhoneRescue?

It's normal. To scan your iOS device, PhoneRescue will enter your device to analyze data, which will cause black screen. If you want to exit, please follows these steps:

> Connect your iOS device >Launch PhoneRescue > Select Exit Ramdisk Mode.

Can the data be restored if the device cannot be powered on?

No! The current version cannot restore the lost data if your iOS device is inaccessible.

To get previous data back, you can select Recover from iTunes Backup mode to restore, which doesn't require device connection.

Is it necessary to install iTunes for recovery?

Not exactly! Unlike other iOS data recovery programs, PhoneRescue will recommend you to install iOS device driver instead of iTunes on your computer if you have not installed iTunes yet.

Can I retrieve lost data from encrypted iTunes Backup files ?

Absolutely! If you want to recover encrypted iTunes backup with Recover-from-iTunes-Backup mode, the correct password must be provided in order to access backup. Otherwise, backup copy is unrecoverable. However, if you forgot password for encrypted backup, you can try DFU Mode(DFU) to get your lost data back.

Is it possible to restore data directly to an iOS device?

Up to now, all iOS data recovery utilities support data restoration to computer, instead of iOS device. PhoneRescue will support to recover to iOS device or iTunes on the next version. Please stay tuned.

If you want to transfer recovered data to iOS device, follow the tips below:

> To transfer media files, playlists or app, please try iOS professional utility AnyTrans.

> To transfer photos, PhotoTrans would be great!

Is missing data retrievable if I forgot locking screen password of my device ?

If you have latest iTunes backup, please try the second mode Recover from Backup.

If your iOS device is iPhone 3G, iPhone 3GS, iPhone 4, iPad, iPod touch 3, or iPod touch 4, and you don't possess the latest iTunes backup as well, the DFU Mode could get your previous data back, but you need to ensure your iOS device be recognized by your computer.

Does the software retrieve the locking screen password?

No! The current version doesn't support locking screen password recovery. If your device is locked, please try DFU Mode or iTunes backup to recover your missed data.

What should I do if I forgot the password for opening my iOS device?

Don't worry! You can try PhoneRescue to regain your data from iOS device, Advance Mode(DFU) or iTunes backup.

Does PhoneRescue restore the iTunes Backup File from an external hard drive?

Certainly! No matter the backup is from hard disk or external hard drive, it is recoverable for PhoneRescue.

What should I do if PhoneRescue fails to work?

If PhoneRescue refuses to work, please do as the following guide:

  • Check USB connection successfully or not, or reconnect it again with other USB cable.
  • Restart your iOS device and computer.
  • Try another computer to use if possible.
  • Disconnect all other USB devices being connected on your current computer.
  • Close all anti-virus software being run on your current computer.
  • Reinstall PhoneRescue after uninstalling it.
  • Turn off the option of opening iTunes automatically once your device connected.

If the tips above still cannot solve your bad situation, please feel free to contact our support team with specified errors, and you will be guaranteed with 7/24 customer support.

Will my iOS device be jailbreak if I use PhoneRescue?

Absolutely no! PhoneRescue is a no-jailbreaking-needed application, and it won't cause your iOS device jailbreak. To recover previous data, it will directly scan your iOS device or backup to read data.

Can PhoneRescue be installed on Apple iOS device?

PhoneRescue doesn't support installing on your iOS device. It is the kind of software based on computer desktop.

Is it a necessity to close iTunes while using PhoneRescue?

Undoubtedly! If iTunes runs, it will sync and backup your current iOS device automatically. That will overwrite the data on your device, which leads to data unrecoverable.

Why there is nothing found via Recover from iOS Device mode?

If you encountered this situation, it may be caused by the following reasons:

1) The lost data have been overwritten or have been deleted for a long time.

2) You have done other operations after the data was deleted.

To found previous data back, we highly recommend you to use Recover from iTunes Backup mode if you have a backup copy before data deletion.

Why nothing discovered via Recover from iTunes Backup?

If you met this issue, it means the lost data hasn't been backed up in the current scanned backup. To improve this situation, please choose the backup with right time and date. Or, you can try DFU Mode or Recover from iOS Device mode Mode to recover if the data hasn't been covered.

Why there is no attachment in the recovered files?

This error may induced by the reasons below:

1) The attachment storage location have been overwritten on database, or it has been deleted for a long time.

2) You have done other operations after deleting your data.

3) The attachment files was deleted manually by yourself.

In this case, choosing Recover from iTunes Backup mode would be helpful if the attachment has been backed up. Alternatively, if the attachment storage data hasn't been overwritten, neither been deleted manually, Recover from iOS Device mode and DFU Mode can restore your previous data.

Why can I preview information successfully, but the folder is blank after recovery?

For Windows users: Please switch to the permission under Administrator.

For Mac users: Please repair hard drives and disk permissions by Disk Utility:

  • > Tap Go in the upper > Select Disk Utility.
  • Tap your Macintosh HD or the corresponding partition. It will default "First Aid" tab.
  • Choose Repair Disk Permissions button to repair.

If the tips above still can't get out of your bad situation, please feel free to contact our support team with specified errors, and you will be guaranteed with 7/24 customer support.