acase0819
Level 1 (4 points)
iTunes

Q: Itunes help!

I've seen this question posted before, but I've gotten to the end of all online troubleshooting, down to where it says "call apple", so I'm looking for more help.  My itunes will not recognize my two iphones (one i use as an ipod basically).  My computer will charge both phones, but it will never be listed under devices on itunes.  I've uninstalled itunes, downloaded again reset all phones, computer, tried different cables, different ports, waited til the next update of itunes etc. I am using Windows 10.   All forums I've read and online troubleshooting stop at checking under Universal Serial Bus Controllers.  Neither of my iphones are listed there.  This is where it always says to call Apple.  They have normal business hours and unfortunately, I do not have time during normal business hours to make, what would inevitably be, a looong phone call.  So what do they do next? What should I do?  This is really frustrating!

iPhone 6 Plus, Windows 10

Posted on Aug 9, 2016 11:41 PM

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acase0819

Q: Itunes help!

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  • Helpful answers

  • by javaliga,

    javaliga javaliga Aug 10, 2016 7:06 AM in response to acase0819
    Level 4 (3,358 points)
    iCloud
    Aug 10, 2016 7:06 AM in response to acase0819

    Just to be clear, have you followed the steps in this article:

     

    If iTunes doesn't recognize your iPhone, iPad, or iPod - Apple Support

  • by turingtest2,

    turingtest2 turingtest2 Aug 10, 2016 8:43 AM in response to acase0819
    Level 10 (85,368 points)
    iPod
    Aug 10, 2016 8:43 AM in response to acase0819

    If your iOS device isn't showing in iTunes try the following:

     

    1. Open Control Panel > Device Manager
    2. Plug in your device
    3. Locate Universal Serial Bus Controllers > Apple Mobile Device USB Driver.
      It is also possible the device may show under Imaging Devices, Portable Devices or Other Devices or as an MTB USB Device.
    4. Right-click and select Update Driver Software...
    5. Click Browse my computer for driver software
    6. Browse to C:\Program Files\Common Files\Apple\Mobile Device Support\Drivers or
                      C:\Program Files (x86)\Common Files\Apple\Mobile Device Support\Drivers
    7. Click Let me pick from a list of device drivers on my computer
    8. Click Apple Mobile Device USB Driver
    9. Click Next, then Close and exit Device Manager

    For step 3 above, open the device manager. Expand any of these sections that are listed.

    • Universal Serial Bus Controllers
    • Imaging Devices
    • Portable Devices
    • Other Devices

    Connect the device. You should hear the telltale sound of Windows device connection and one section should gain a new entry. That should be your device. It may not be labelled correctly at this stage. If you don't hear a noise suspect a damaged cable.

     

     

     

    Or try If iTunes doesn't recognize your iPhone, iPad, or iPod - Apple Support which is Apple's version of the advice above.

     

     

     

    Failing that try a full tear down and rebuild of iTunes as set out in Troubleshooting issues with iTunes for Windows updates. 64-bit users could also try the alternate Download iTunes for Windows (64-bit - for older video cards) build which is sometimes a useful workaround.

     

     

     

    Or lastly try rolling back to the last build of iTunes that worked for you. See iTunes installers for download links. If you're rolling back from 12.4.0.119 to 12.3.3.17 or 12.3.2.35, for example, then you'll also need to roll back the library database using the method described in Empty/corrupt iTunes library after upgrade/crash. The tip includes suggestions for reintroducing any recent purchases so at worst you lose a few playcounts and/or a recently created playlist.

     

     

     

    tt2