iTunes 7.7 does not install "Apple Mobile Device Support" software (Vista)

Question

Level 1

8 points

iTunes 7.7 does not install "Apple Mobile Device Support" software (Vista)

The itunes 7.7 install completes without an error message, but when I run and plug in my iphone, it says software is missing. When I uninstall and try again I noticed that the "Apple Mobile Device Support" installation seems to roll back.

Have tried a number of uninstall/reinstall/reboot cycles but have not been able to get past this.

Help! How can I fix this....

Paul

HP Pavilion Notebook, Windows Vista

Posted on Jul 10, 2008 1:35 PM

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Answer 1

ibaj

Level 1

55 points

Jul 10, 2008 1:42 PM in response to cryptochaos

This is usually because Windows Vista didn't throw up a (User account control) UAC permission request properly. You can either re-install iTunes or turn off UAC (Under your user account in the Control Panel)

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Answer 2

Gabe333

Level 1

0 points

Jul 10, 2008 1:56 PM in response to ibaj

I also have a similar problem with UAC disabled.

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Answer 3

cryptochaos Author

Level 1

8 points

Jul 10, 2008 2:00 PM in response to ibaj

I Have uninstalled/reinstalled numerous times. I will try with UAC turned off to see if that helps.

See the Attached install error from the event viewer:

=============================> EVENT 1 <======================================
- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
<Provider Name="MsiInstaller" />
<EventID Qualifiers="0">11708</EventID>
<Level>4</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2008-07-10T20:49:05.000Z" />
<EventRecordID>15567</EventRecordID>
<Channel>Application</Channel>
<Computer>XXXXXX</Computer>
<Security UserID="xxxxxxxx" />
</System>
- <EventData>
<Data>Product: Apple Mobile Device Support -- Installation failed.</Data>
<Data>(NULL)</Data>
<Data>(NULL)</Data>
<Data>(NULL)</Data>
<Data>(NULL)</Data>
<Data />
<Data />
<Binary>7B36443232323839442D454435392D344639372D423633362D323131314543363446354 4347D</Binary>
</EventData>
</Event>

===================================> EVENT 2 <=================================
- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
<Provider Name="MsiInstaller" />
<EventID Qualifiers="0">1033</EventID>
<Level>4</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2008-07-10T20:49:05.000Z" />
<EventRecordID>15568</EventRecordID>
<Channel>Application</Channel>
<Computer>XXXXX</Computer>
<Security UserID="xxxxxxxxxxxxxxxxx" />
</System>
- <EventData>
<Data>Apple Mobile Device Support</Data>
<Data>2.0.0.32</Data>
<Data>1033</Data>
<Data>1603</Data>
<Data>(NULL)</Data>
<Data />
<Data />
<Binary>7B36443232323839442D454435392D344639372D423633362D323131314543363446354 4347D</Binary>
</EventData>
</Event>

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Answer 4

Nathan C

Level 5

6,260 points

Jul 10, 2008 2:01 PM in response to cryptochaos

cryptochaos,

Was your iPhone or iPod Touch connected during the installation of iTunes 7.7?

Thank you,

Nathan C.

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Answer 5

cryptochaos Author

Level 1

8 points

Jul 10, 2008 2:06 PM in response to Nathan C

The iPhone may have been connected the first time (hours ago),
but have been through the uninstall/reboot/reinstall cycle numerous
times, without it attached, since then without success.

Paul

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Answer 6

Roy B

Level 3

570 points

Jul 10, 2008 2:25 PM in response to cryptochaos

Let's try to get an install log. Open the Programs and Feature control panel, and remove iTunes and Apple Mobile Device. Then follow these steps:

1. Right-click on the iTunesSetup.exe file and choose Properties.
2. Highlight the Location (should be something like C:\Users\<yourusername>\Desktop)
3. Right-click the highlighted text and choose Copy.
4. Click on the Start menu and type cmd in the Search field, then press Enter.
A command prompt should come up.
5. Right-click in the command prompt and choose paste.
6. Type this into the command prompt immediately after (without a space before it) the pasted text:
iTunesSetup.exe /l*v C:\log.txt
So the entire command should be something like:
C:\Users\<yourusername>\DesktopiTunesSetup.exe /l*v C:\log.txt
7. Press Enter.
This will cause the iTunes installer to run and log its progress to a log.txt file on the C: drive.
8. Proceed through the installation as far as it will go.
9. After the install fails, find the log.txt file on the C: drive, and email it to me: <royb@apple.com>. Make sure you also include include in your email a link to this thread on Discussions and the username you use here.

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Answer 7

cryptochaos Author

Level 1

8 points

Jul 10, 2008 5:18 PM in response to Roy B

Followed Roy's instructions and forwarded the log onto him.
Just to keep anyone watching this thread updated, here seems
to be a key part of the log....

==================================> log.txt excerpt <================
=== Logging started: 7/10/2008 17:32:17 ===
Action 17:32:17: INSTALL.
Action start 17:32:17: INSTALL.
Action 17:32:17: WindowsFolder.63E949F6 03BC_5C40_FF1FC8B3B9A1E18E.
Action start 17:32:17: WindowsFolder.63E949F6 03BC_5C40_FF1FC8B3B9A1E18E.
Action ended 17:32:17: WindowsFolder.63E949F6 03BC_5C40_FF1FC8B3B9A1E18E. Return value 1.
Action 17:32:17: SystemFolder.63E949F6 03BC_5C40_FF1FC8B3B9A1E18E.
Action start 17:32:17: SystemFolder.63E949F6 03BC_5C40_FF1FC8B3B9A1E18E.
Action ended 17:32:17: SystemFolder.63E949F6 03BC_5C40_FF1FC8B3B9A1E18E. Return value 1.
Action 17:32:17: WindowsFolder.98CB24AD 52FB_DB5F_FF1FC8B3B9A1E18E.
Action start 17:32:17: WindowsFolder.98CB24AD 52FB_DB5F_FF1FC8B3B9A1E18E.
Action ended 17:32:17: WindowsFolder.98CB24AD 52FB_DB5F_FF1FC8B3B9A1E18E. Return value 1.
Action 17:32:17: SystemFolder.98CB24AD 52FB_DB5F_FF1FC8B3B9A1E18E.
Action start 17:32:17: SystemFolder.98CB24AD 52FB_DB5F_FF1FC8B3B9A1E18E.
Action ended 17:32:17: SystemFolder.98CB24AD 52FB_DB5F_FF1FC8B3B9A1E18E. Return value 1.
Action 17:32:17: PreventDowngrade.
Action start 17:32:17: PreventDowngrade.
Action ended 17:32:17: PreventDowngrade. Return value 1.
Action 17:32:17: GrabiTunesInstallerMutex.
Action start 17:32:17: GrabiTunesInstallerMutex.
Mutex: 000001E0
GetLastError = 000000B7
Action ended 17:32:17: GrabiTunesInstallerMutex. Return value 1.
Action 17:32:17: LaunchConditions. Evaluating launch conditions
Action start 17:32:17: LaunchConditions.
Action ended 17:32:17: LaunchConditions. Return value 1.
Action 17:32:17: FindRelatedProducts. Searching for related applications
Action start 17:32:17: FindRelatedProducts.
Action ended 17:32:17: FindRelatedProducts. Return value 1.
Action 17:32:17: ValidateProductID.
Action start 17:32:17: ValidateProductID.
Action ended 17:32:17: ValidateProductID. Return value 1.
Action 17:32:17: CostInitialize. Computing space requirements
Action start 17:32:17: CostInitialize.
Action ended 17:32:17: CostInitialize. Return value 1.
Action 17:32:17: FileCost. Computing space requirements
Action start 17:32:17: FileCost.
Action ended 17:32:17: FileCost. Return value 1.
Action 17:32:17: CostFinalize. Computing space requirements
Action start 17:32:17: CostFinalize.
Action ended 17:32:17: CostFinalize. Return value 1.
Action 17:32:17: Set_SOURCELIST.
Action start 17:32:17: Set_SOURCELIST.
Action ended 17:32:17: Set_SOURCELIST. Return value 1.
Action 17:32:17: Set_ARPINSTALLLOCATION.
Action start 17:32:17: Set_ARPINSTALLLOCATION.
Action ended 17:32:17: Set_ARPINSTALLLOCATION. Return value 1.
Action 17:32:17: MigrateFeatureStates. Migrating feature states from related applications
Action start 17:32:17: MigrateFeatureStates.
Action ended 17:32:17: MigrateFeatureStates. Return value 0.
Action 17:32:17: WarnOutlookRunning.
Action start 17:32:17: WarnOutlookRunning.
Action ended 17:32:18: WarnOutlookRunning. Return value 1.
Action 17:32:18: TerminateAMDSProcesses. Stopping Apple Mobile Device processes.
Action start 17:32:18: TerminateAMDSProcesses.
TerminateProcessAction entered.
TerminateProcessName could not terminate "AppleMobileBackup.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "AppleMobileDeviceHelper.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "AppleMobileSync.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "AppleSyncNotifier.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "AppleSyncPref.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "AppleSyncUIHandler.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "defaults.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "distnoted.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "dotmacsyncclient.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "gconsync.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "IESyncClient.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "MDCrashReportTool.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "OutlookSyncClient.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "SafariSyncClient.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "SyncDiagnostics.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "syncli.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "SyncPlanObserver.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "SyncServer.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "upgradedb.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "WindowsContactsSync.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "WindowsMailSync.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "YahooSync.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "AppleMobileDeviceService.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
TerminateProcessAction entered.
TerminateProcessName could not terminate "iTunesHelper.exe". GetLastError()= 18L
TerminateProcessAction exiting. ==> 0L
Action ended 17:32:18: TerminateAMDSProcesses. Return value 1.
=========================================> end log.txt excerpt <=================

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Answer 8

ibaj

Level 1

55 points

Jul 10, 2008 5:28 PM in response to cryptochaos

Outlook is running in the background. Close Outlook and reinstall.

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Answer 9

cryptochaos Author

Level 1

8 points

Jul 10, 2008 5:58 PM in response to ibaj

nope, outlook wasn't running. I used msconfig to bring up a bare bones windows vista to ensure other apps/services/virus scanners weren't interfering with the install.

Paul

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Answer 10

Jul 10, 2008 7:40 PM in response to cryptochaos

I completely removed Itunes and Quicktime, ADMS, and I pod helper using apple documentation. Then I reinstalled itunes after restarting. The installer tries to install ADMS and then fails and rolls it back. It installs itunes and quick time. Then the installer crashes. Itunes works fine except the iphone won't connect. ADMS is no longer did not reinstall at all. (It is not in services or programs and features). At one time I tried its stand alone installer found in the apple update directory from which I tried to install itunes originally. That install crashed also.

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Answer 11

Jul 10, 2008 8:20 PM in response to cryptochaos

Getting similar errors when I install.

Vista x64 version.

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Answer 12

Jul 10, 2008 10:10 PM in response to cryptochaos

I know it's late but I'm still having problems with Apple Mobile Device Suppt. Has anyone had any luck? I've already tried the "administrator" angle, the install/uninstall. My husband actually got his to work momentarily but when he went to fix mine his got screwy again.

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Answer 13

Haydn D

Level 1

0 points

Jul 11, 2008 3:46 AM in response to cryptochaos

I'm also getting this problem on Vista Ultimate x64.

I have tried:
Complete un-install/reinstall
Removing all that is Apple in Program Files folder and registry after removing all programs via control panel.
Rolled back machine to before un-installing 7.6 to upgrade to 7.7 before doing the whole removal task in control panel.

So far I've hit the same problem every time with the installer crashing when its trying to install the Mobile Support. I was looking forward to playing with new apps store on my iPod Touch this morning and I've ended up with a system that can't even see it any more. Very disappointed at apple response to this issue.

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Answer 14

nayt

Level 1

0 points

Jul 11, 2008 8:22 AM in response to cryptochaos

I had a problem too, it was during the install of the latest QuickTime that it failed. I had to have it just download the files, then individually ran each MSI.

During the quick time install it gave an error that it could not access files in the C:\Config.msi folder - I turned on view system files, and added "Everyone" with full permissions - replace on all files, and it worked.
Now I had to force it to replace on all files a few times since I got the error multiple times, but that solved it.

Ran QuickTime.msi first (it had the problems) then iTunes.msi (it didn't have any problems) - I am up and running the latest now...

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Answer 15

Haydn D

Level 1

0 points

Jul 11, 2008 8:24 AM in response to cryptochaos

I have now managed to fix this issue on my pc.
I stopped all services that were running in the tray and un-needed services via the task manager.
Disabled my anti virus, in my case this was AVG Free edition but I have heard others like Nod32 and Avast have also been causing this install issue under Vista.
Un-installed iTunes and reinstalled it. The install ran flawlessly and my touch is visible in iTunes once again 🙂

I know apple don't fully understand anti-virus software as Macs don't need them but this bug should of been spotted and fixed while this version of iTunes was in testing.

I hope this helps others fix their issue.

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