14 Replies Latest reply: Dec 7, 2009 12:47 PM by b noir
Zypo Level 1 Level 1 (0 points)
I have an 8-gig second generation iPod Touch. For a few months now I have been unable to sync my iPod due to the fact that when I plug it in it says that "iTunes has encountered a problem and needs to close", I've sent an error report numerous times but, as you know, that doesn't help.
I can still load music onto my iTunes and it works fine, also, my brother (who had the exact same iPod and uses the same PC as me) is fine with his iPod, he can sync it and everything. Can someone tell me what on Earth is happening?!

Thanks, in advance.

Windows XP
  • b noir Level 9 Level 9 (72,015 points)
    For a few months now I have been unable to sync my iPod due to the fact that when I plug it in it says that "iTunes has encountered a problem and needs to close", I've sent an error report numerous times but, as you know, that doesn't help.


    Let's try checking on your Application event log to see if that tells us more about the crashes.

    Right-click My Computer and select "Manage". Click "Event Viewer". Click "Application".

    Doubleclick any error or warning events that appear at about the same time as the iPod-plugging-in-incidents. Do they all seem to be saying much the same thing?

    If so, note down the *Source, Category, Event ID* and Description of a typical error or warning event of that type, and post back with those details.
  • Zypo Level 1 Level 1 (0 points)
    b noir wrote:
    Doubleclick any error or warning events that appear at about the same time as the iPod-plugging-in-incidents. Do they all seem to be saying much the same thing?


    They SURE do. I had about seven in just one chunk that were identical. Obviously me frantically plugging it in repeatedly in frustration =/

    If so, note down the *Source, Category, Event ID* and Description of a typical error or warning event of that type, and post back with those details.


    Source: "Application Error"
    Category: "None"
    Event ID: 1000
    Description: "Faulting application itunes.exe, version 9.0.2.25, faulting module quicktime.qts, version 7.65.17.80, fault address 0x00909a47."

    Thanks a lot for the help, I hope you can figure this out =]
  • b noir Level 9 Level 9 (72,015 points)
    "Faulting application itunes.exe, version 9.0.2.25, faulting module quicktime.qts, version 7.65.17.80, fault address 0x00909a47."


    Hmmmm. If we take it at its word, it's an issue with your QuickTime. I'm not convinced that that's the fundamental cause of your issue here, Zypo, but we should probably first try swapping out your QuickTime just in case.

    Download and save a fresh copy of the "standalone" QuickTime installer to your hard drive (don't run the install on line). Get the version that doesn't mention iTunes:

    http://www.apple.com/quicktime/download/

    Quit iTunes if you have it open. (ITunes uses QuickTime, and if iTunes is open, it'll interfere with the uninstall.)

    Now head into your Add or Remove Programs control panel. Uninstall QuickTime.

    Next, we'll clear away any leftover QuickTime program files or folders.

    (1) In "My Computer" open "Local Disk (C:)" or whichever drive your program files are installed on.
    (2) Open the "Program files" folder.
    (3) Right-click on the QuickTime folder (if it still exists) and select "Delete".
    (4) Go back into "Local Disk (C:)" or whichever drive your program files are installed on.
    (5) Open the "Windows" folder.
    (6) Open the "system32" folder.
    (7) Check for the presence of a QuickTime and a QuickTimeVR file. If either file still exists, delete each of them.

    Empty the Recycle Bin and restart the PC. Now reinstall QuickTime by doubleclicking the QuickTimeInstaller.exe file you downloaded earlier.

    Does the install go through okay? If so, try launching iTunes and plugging in the ipod again.

    Still crashing, or does it work better this time?
  • Zypo Level 1 Level 1 (0 points)
    Well it won't download. I followed your link to Apple's download thing, and I clicked on the QuickTime only thing, and it followed through saying "Your download will start automatically" but ten minutes later it still hasn't. And I can't see another link I can click. =/ Hmm...
  • b noir Level 9 Level 9 (72,015 points)
    Hmmmmm.

    Do you have any pop-up blockers running? (either in your Web browser, your security software or in other utilities? If so, try turning all of those off. Are you able to get the download to go through properly now?
  • Zypo Level 1 Level 1 (0 points)
    I couldn'tfind anything, so I uninstalled it, checked my C drive for the QuickTime folder (it wasn't there so I carried on), couldn't find the Windows one either, so I searched "system32", still nothing. SoI searched "QuickTime" and a few unimportant things came up, I deleted them.
    After that I went to a different place to download QuickTime, downloaded it and then restarted.
    Plugged in my iPod... And iTunes closed. =[
  • b noir Level 9 Level 9 (72,015 points)
    Okay. Let's check to see if this is a systemwide thing or if it is associated with a specific user account on the PC.

    Head into your User accounts control panel and create a new user account *with full administrative rights.*

    Log out of the old account and log in to the new account. *(Do not use Fast User Switching to move between the two accounts.)*

    Now launch iTunes in the new account. The setup assistant will run. Don't add any music files. Eventually you'll get to a blank library screen.

    Now go "Edit > Preferences". Click the "Devices" tab. Make sure that "Prevent iPods and iPhones from syncing automatically" is checked. OK out of the tab.

    Now connect the iPod ... do you still get the crash? If not, *do not associate the iPod with the blank library if you are asked to do so.*
  • Zypo Level 1 Level 1 (0 points)
    Still nothing, I'm afraid. =[
  • b noir Level 9 Level 9 (72,015 points)
    Still nothing, I'm afraid. =[


    Do you mean that it's crashing in the other user account Zypo? Or do you mean something else?
  • Zypo Level 1 Level 1 (0 points)
    Yes, sorry, I'll be a little more specific next time.

    It's the same exact problem in the new user account, I'm afraid. =[
  • b noir Level 9 Level 9 (72,015 points)
    Systemwide issue, then. That eliminates a lot of possibilities.

    Do you have access to a different iPod USB cable?

    If so, do you get the the crash if you use a different USB cable for the connection?

    How about if you connect to a different PC? (be sure not to associate the iPod to the different PC's iTunes library if you don't crash iTunes on the other PC.)
  • Zypo Level 1 Level 1 (0 points)
    Well I'm sure it's not the cable as my brother's iPod is fine. However my Mum knows this guy who's apparantly an expert in Apple; he was invited to some conference in New York a while back or something. Either way, he said he could restore it to factory defaults, but I'll ask him to plug it into his MAC first, see if it'll work on there. Either way, allwe can do is hope. I'll keep you updated =]
  • b noir Level 9 Level 9 (72,015 points)
    Sounds a good plan, Zypo. My suspicion here (given that it's a systemwide issue, the cable is fine, and other ipods have no trouble on the PC) is that there's an issue with the iPod itself. Checking to see if it behaves strangely on another PC (or possibly a Mac) would be the next step towards confirming that.
  • Zypo Level 1 Level 1 (0 points)
    Yeah, I figured the same. Thanks for the help, Noir. =]