logo
icon-list
Home > Support > FAQs

Frequently Asked Questions

faq icon

1. What is “Erase Deleted Files”?

The data deleted manually is still available and if haven’t been overwritten, they are still recoverable. The purpose of “Erase Deleted Files” is to overwrite these files and make them unrecoverable. It will only erase deleted pictures, videos, call logs and SMS, while the existing files on your device is unaffected.

2. Why do I need to close all the apps and avoid any updates before the erasure?

While the Apps are running, it will write new data on your device which will cause incomplete erasure. Therefore it is recommended to close all the Apps and avoid any updates for the apps.

3. What are the differences between the three security levels?

Low Security Level: iPhone Data Eraser will overwrite all of your data with zeros to ensure that the files are not recoverable.
Medium Security Level: iPhone Data Eraser will overwrite the memory space with junk data to ensure that the files are not recoverable. No trace to show you have erased your device.
High Security Level: This step is highly recommended if you have previously saved any private files (i.e. bank records, password or financial data) on your device. The security standard is based on the U.S DoD 5220.22-M.

4. What to do if the "Photo Compress" failed?

iPhone Data Eraser will help compress your iOS device captured photos to reclaim more storage. Click on “Photo Compress” in the left column, then click “Start Scan” on the right of the window. It only takes a few seconds to finish scanning your captured photos.

If this process failed, it may due to the following reasons:
1. Data cable disconnected; Device not connected well with computer.
2. Photo no longer existed.

To resolve it, you can follow the steps below:
1. Re-plug your device, and make sure your device and computer are connected.
2. Reboot the device.
3. Take a photo with the device, and check if it is stored in the album.

5. What iOS devices are supported by iPhone Data Eraser?

The supported devices and iOS systems are as follows:
Supported devices:
iPhone: iPhone 4, iPhone 4s,iPhone 5, iPhone 5c, iPhone 5s, iPhone 6, iPhone 6 Plus
iPad: iPad 1, iPad 2, The new iPad, iPad with Retina Display, iPad mini, iPad Air, iPad mini 3 , iPad Air 2
iPod: iPod touch 4, iPod touch 5
Supported versions: iOS 5.0 to iOS 8.0

6. What is the limitation of trial version?

The trial version and registered version are the same product. The limitations for trial version are listed as below:
1. For “Express Cleanup” feature, you can use it to cleanup your device in 15 days. After the 15 free trial, you can only scan the junk file but unable to erase them.
2. For “Photo Compressor” feature, the trial version can only compress 100 photos. The first 100 checked photos will be compressed.
3. For “Erase Private Data” and “Erase Deleted Files” feature, you can only scan the data but unable to erase them.
4. For “Erase All Data” feature, you can only erase the music and video files in iTunes.

7. How to connect iOS device which is in Recovery or DFU mode?

If your device is in Recovery or DFU mode, it may not be connected successfully with the product. You can hold both the “HOME” and “SLEEP” buttons until the device begins to boot up. Release the buttons, you are back to normal operation. The device will automatically restart and get connected.

8. What to do if iOS device can't be connected successfully?

The following reasons may lead to this case:
1. iTunes is not installed well or iTunes was not initialized.
2. The firewall is running.
3. The device is in Recovery or DFU mode.

To solve it, you can follow the steps below:
1. Reconnect the device or try to plug-in with another USB cable.
2. If you are using the windows computer, please make sure that iTunes has been installed successfully and it can detect the device. If not, you can go to the link www.apple.com/itunes/ to download and reinstall it. If you are using the Mac computer, please make sure iTunes has been initialized.
3. Close any firewalls temporarily and reinstall the product again. 4. If you connect the device to the computer for the first time, choose Trust on your device when you get a pop up.
5. Make sure the device is not in Recovery or DFU mode. If not, you can hold both the “HOME” and “SLEEP” buttons until the iPhone begins to boot up. Release the buttons, you are back to normal operation. Try to connect it again.

9. What to do when the connected device is not recognized by iPhone Data Eraser?

Several factors may lead to this case:
1. The iOS version is not supported.
2. iTunes is not installed well or iTunes was not initialized.
3. The device is not in normal mode.

To resolve it, you can follow the steps below:
1. Make sure the iOS is supported. The product can support iOS 6.0 to iOS 7.0.
2. Reconnect your device and use another USB cable.
3. If you are using the windows computer, please make sure that iTunes has been installed successfully and it can detect the device. If not, you can go to the link www.apple.com/itunes/ to download and reinstall it. If you are using the Mac computer, please make sure iTunes has been initialized.
4. Make sure the device is not in Recovery or DFU mode. If no, you can hold both the “HOME” and “SLEEP” buttons until the iPhone begins to boot up. Release the buttons, you are back to normal operation. Try to connect it again.

10. Can the locked device be erased?

If the device is locked, it can't be connected with the product successfully. You need to unlock the iOS device first. The device can be erased after successful connection.

11. What are the system requirements for iPhone Data Eraser?

The System Requirements are as follows:
Windows version:
Operating System: Windows XP, Windows Vista, Windows 7, Windows 8
Processor: 1GHz Intel or above, or AMD CPU
Free Hard Disk Space: 200 MB or more
RAM: 256 MB or above
Others: iTunes 11.1 or above
Mac version:
Operating System: Mac OS X 10.9 (Mavericks), 10.8(Mountain Lion), 10.7, 10.6
Supported devices: iPhone 3GS, iPhone 4, iPhone 4s, iPhone 5, iPhone 5s, iPhone 5c, iPhone 6, iPhone 6Plus, iPad 2, The new iPad, iPad with Retina display, iPad mini, iPad Air and iPad mini with Retina display, iPad Air 2, iPad mini 3
Supported iOS version: iOS 6 – iOS 8
Others: iTunes 11.3 or above

12. Do I need to install iTunes when using iPhone Data Eraser?

To ensure the device is detected by the product, it is advisable to install iTunes. It is compatible with iTunes 10 and iTunes 11. If you have not installed iTunes, you can go to the link www.apple.com/itunes/ to download and install it.

13. Can the data be erased from jailbroken device?

Yes, iPhone Data Eraser supports erasing data from jailbroken devices. After the erasure, the device will stay in jailbroken status.

14. Can the data be erased from iOS device with hardware failure?

If the iOS device fails to start due to hardware failure, it may not be recognized by your computer, and the data can’t be erased by iPhone Data Eraser. It is advisable to send it for maintenance. Tip: If you want to erase the data on the device, which needs to be open and detected by the product.

15. Can the data be erased when the iOS device fails to get started?

If you want to erase the data on the device, you need to make sure the device is open and can be detected by the product. There are two situations where If the iOS device fails to start:
1. If the iOS device fails to start due to hardware failure, it is advisable to send it for maintenance.
2. If the iOS can’t start due to system failure, you can try to restore the iOS device and use iPhone Data Eraser to erase your data.

Back to top
Contact Us with

Company

Subscribe Newsletters

Please enter your E-mail address in the box below to subscribe our newsletters for new product releases, major updates and special offers.
Copyright © 2017 Recovery-iPad.com All Rights Reserved.