_AdamTheGreat_
Level 1 (15 points)

Q: iTunes - "Manage Devices" remove button grayed out

When opening iTunes and clicking on Account Info > Manage Devices, the ability to click the remove button next to my associated devices is grayed out.

 

I know I used to be able to remove these devices. I tried using an older (12.1.2) version of iTunes, but it didn't make a difference.

Untitled.png

Has anyone else seen this recent issue?

Posted on Jul 7, 2015 5:22 AM

by idg1,Solvedanswer
idg1 idg1
Level 1 (10 points)
A:

Just spoke to a Sr. Apple Advisor. Apple did make changes to the system and removal from iTunes is in the device. According to him the iTune management of devices will be phased out. "Rouge" devices (such as my replaced iPod) will eventually fall off the system, I assume due to inactivity. Interesting that the two advisors I dealt with (one on email and the first one on the phone) were fairly clueless about the change.

Posted on Jul 25, 2015 5:30 PM

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_AdamTheGreat_

Q: iTunes - "Manage Devices" remove button grayed out

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  • by _AdamTheGreat_,Helpful

    _AdamTheGreat_ _AdamTheGreat_ Jul 7, 2015 5:55 AM in response to _AdamTheGreat_
    Level 1 (15 points)
    Jul 7, 2015 5:55 AM in response to _AdamTheGreat_

    So here is a quick update to this issue. It turns out that you have to remove the device from the actual device. I guess you can't do it from iTunes anymore (wonderful).

     

    In my case, I had to have my iPhone replaced and did an erase/reset, but the iPhone is still showing up. So, I guess it'll be there forever.

     

    If anyone else has a resolution to this, please let me know. Thanks!

     

    I found where to remove the device from iTunes in the cloud. From your iDevice, go to the AppStore (or iTunes) and scroll to the bottom. Click on your iTunes ID and select View Apple ID. You'll then see an option under iTunes in the cloud to "Remove This Device".

     

    I guess make sure you do this before erasing your device, or it'll be stuck in your device list in iTunes.

     

    Photo.png

  • by King_Penguin,

    King_Penguin King_Penguin Jul 7, 2015 6:05 AM in response to _AdamTheGreat_
    Level 10 (132,888 points)
    iTunes
    Jul 7, 2015 6:05 AM in response to _AdamTheGreat_

    The reason is in the text above the list of devices and the dates next to the devices, a device (or computer) can only be removed after it's been associated to the account for 90 days (in theory it should show the number of days until those 90 days have passed) : Manage your associated devices in iTunes - Apple Support

  • by _AdamTheGreat_,

    _AdamTheGreat_ _AdamTheGreat_ Jul 7, 2015 6:09 AM in response to King_Penguin
    Level 1 (15 points)
    Jul 7, 2015 6:09 AM in response to King_Penguin

    Hi King,

     

    Thanks for the reply. I'm aware of the 90 day rule (which has always been the case). However, the actual remove button is grayed out. I'm not trying to re-pair a device with a new iTunes ID. I'm just trying to remove a device that I no longer have. Per the link you posted:

     

    Remove an associated device

    To remove a device or computer from your Apple ID:

    1. Click to open your account in iTunes, or use these steps:
      1. Open iTunes, choose Store > Sign In, then enter your Apple ID and password.
      2. Choose Store > View Account.
    2. Click Manage Devices in the iTunes in the Cloud section.
    3. Click Remove next to the device that you want to remove.

    When you remove your Apple ID from a device, the 90-day limit stays in place on that device. But you can associate your Apple ID to another device that doesn't have the 90-day limit. Depending on when you associated the device, you might need to wait to associate it to a new Apple ID.

  • by King_Penguin,

    King_Penguin King_Penguin Jul 7, 2015 6:34 AM in response to _AdamTheGreat_
    Level 10 (132,888 points)
    iTunes
    Jul 7, 2015 6:34 AM in response to _AdamTheGreat_

    I was under the impression that it only became active after the 90 days had completed - none of mine are recent associations (and despite removing one I can't it re-associate even with redownloading past purchases) so I can't see what shows for me if it's less than 90 days

  • by Unfortunate circumstances,

    Unfortunate circumstances Unfortunate circumstances Jul 7, 2015 2:51 PM in response to _AdamTheGreat_
    Level 1 (0 points)
    Jul 7, 2015 2:51 PM in response to _AdamTheGreat_

    Adam,

     

    I have the same issue for 2 devices, an iPhone that I have now sold and interestingly my primary iMac - the one I am viewing the account details on  - which also has its remove button greyed out.  I therefore have 2 additional questions for anyone able to advise on this issue.  1. Is the iMac remove button greyed out because that is the device that I am currently using?  I.e you can't remove the device that is currently logged in. 2. Given that I have sold the iPhone that is now trapped on my devices list and went to great lengths to delete and purge all data from it I am intrigued to find out whether this represents a real vulnerability to my account or is just an annoying artefact.  A final piece of information, whilst purging the iPhone I did need to briefly log into my iTunes account before logging back out  - I wonder if this initiated the 90 day timer and therefore trapped this device on the list in perpetuity.  The associated date is consistent with this theory.

  • by idg1,

    idg1 idg1 Jul 25, 2015 4:19 PM in response to _AdamTheGreat_
    Level 1 (10 points)
    Jul 25, 2015 4:19 PM in response to _AdamTheGreat_

    Same problem here with an iPod Touch I returned to Apple (swapping for the latest version). I reset the iPod to factory but it still appears as a device in my iTunes account. Unfortunately all my devices are greyed out, thus this one cannot be removed since it is not in my possession. E-mailed Apple Support, but thus far received the boilerplate. see where it goes.

  • by idg1,Solvedanswer

    idg1 idg1 Jul 25, 2015 5:30 PM in response to idg1
    Level 1 (10 points)
    Jul 25, 2015 5:30 PM in response to idg1

    Just spoke to a Sr. Apple Advisor. Apple did make changes to the system and removal from iTunes is in the device. According to him the iTune management of devices will be phased out. "Rouge" devices (such as my replaced iPod) will eventually fall off the system, I assume due to inactivity. Interesting that the two advisors I dealt with (one on email and the first one on the phone) were fairly clueless about the change.

  • by tarknz,

    tarknz tarknz Jul 25, 2015 5:35 PM in response to _AdamTheGreat_
    Level 1 (0 points)
    Jul 25, 2015 5:35 PM in response to _AdamTheGreat_

    In my case I have just found that there is a Mac(andrew Mac) associated with my iTunes account and I have no idea who andrew is. Its been there since 26 January 2015! However the remove button is greyed out so I cannot remove him nor can I do it through the device as Adam suggests because I don't have it!

     

    Any suggestions?

     

    Cheers

  • by _AdamTheGreat_,

    _AdamTheGreat_ _AdamTheGreat_ Jul 25, 2015 5:38 PM in response to idg1
    Level 1 (15 points)
    Jul 25, 2015 5:38 PM in response to idg1

    Thanks for the info! I marked your reply as the answer.

  • by lironl,

    lironl lironl Aug 13, 2015 9:54 PM in response to tarknz
    Level 1 (39 points)
    iCloud
    Aug 13, 2015 9:54 PM in response to tarknz

    To get rid of a mac or PC, you need to deauthorise all computers, then authorise the computers you have again.

     

    You can only deauthorise all computers once a year.

     

    1. Launch iTunes on a Mac or PC,

    2. Click Store -> View Account and enter your login details if required.

    3. Look under summary, there is a computer authorisation label, and an option to deautnorise all computers.  If the option isn't therer, you'll have to wait a year from the last time you did this.

    4. Choose that option and follow any prompts.

     

    To authorise a computer

    1. Launch iTunes on the computer to be authorised.

    2. Click Store -> Authorise This Computer and follow the prompts.

     

    One final word, the 90 day minimum for associating a device to an iTunes account only applies if the account is different from the previous account.  If you are associating a device to the same account as the last time, the 90 day minimum does not apply.

  • by lironl,

    lironl lironl Aug 13, 2015 10:16 PM in response to lironl
    Level 1 (39 points)
    iCloud
    Aug 13, 2015 10:16 PM in response to lironl

    UPDATE: After I removed my device via the instructions in this thread's answer, and then added it back in, the Remove button is no longer grayed out.

  • by dsimon44,

    dsimon44 dsimon44 Sep 19, 2015 6:46 PM in response to lironl
    Level 1 (0 points)
    Sep 19, 2015 6:46 PM in response to lironl

    I'm having this problem with one device greyed out.  Does anybody have a solution.  The above method did not work for me. 

    Thanks

  • by JDIV3,

    JDIV3 JDIV3 Sep 30, 2015 9:37 PM in response to lironl
    Level 1 (0 points)
    Sep 30, 2015 9:37 PM in response to lironl

    Yes! This worked. Easy fix.

     

    1. Launch iTunes on a Mac or PC,

    2. Click Store -> View Account and enter your login details if required.

    3. Look under summary, there is a computer authorisation label, and an option to deautnorise all computers.  If the option isn't therer, you'll have to wait a year from the last time you did this.

    4. Choose that option and follow any prompts.

     

    To authorise a computer

    1. Launch iTunes on the computer to be authorised.

    2. Click Store -> Authorise This Computer and follow the prompts.

  • by applenorthbrook,

    applenorthbrook applenorthbrook Oct 4, 2015 4:13 PM in response to _AdamTheGreat_
    Level 1 (0 points)
    Oct 4, 2015 4:13 PM in response to _AdamTheGreat_

    I have experienced the same issue.  Of course, no real help from this line of posting - every time we all think that we have learned to deal with Apple and its quirks, they throw another one at us.  But I thought I would share my experience - hopefully it helps someone.  We are a family of 6 so I regularly log on and clear all of the 10 "authorized" devices so that all of our current devices are working.  5 were not greyed out - took all of them off.  Found 5 of my devices greyed out.  One of them is my daughter's iPhone which I just upgraded.  I know that her new phone is not "authorized" because that is the reason that I was doing this maintenance.  Yes - I am lucky that I have her old phone.  I grab it, power it on and went to the app store.  Scroll to the bottom, and where you will see "Apple ID: "aaaaaa@aaaaa.com".  I clicked on that and you have choices "View Apple ID, Sign Out, iForgot, Cancel".  I clicked "Sign Out".  Now I went back to my account details on our iMac and looked at the list of devices and the greyed-out "remove" was now NOT greyed out any long.  I removed it and I am good on that one.  I am assuming that the remaining 4 "grayed" out ones are "gray" because those devices are logged in. 

     

    Now c'mon on Apple, are you kidding?  How could you not give us administrative control to "kick off" devices?  This is insane.  At a minimum Apple should provide us a 1 time per year ability to "kick off all devices" like the "deauthorize all" used for a computer.  Anyway, I have no solution for those who get rid of a device without signing out first.   

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