User profile for user: rdmarino
rdmarino Author
User level: Level 1
8 points

iTunesHelper Is Not On My Computer

My iPod touch will not sync or even be recognized in iTunes. I found that iTunesHelper.exe is not installed on my computer. Is it possible to redownload it without reinstalling iTunes?

Windows Vista

Posted on Feb 11, 2010 4:36 PM

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28 replies
User profile for user: b noir
b noir
User level: Level 9
72,346 points

Feb 19, 2010 2:42 PM in response to rdmarino

Okay. We'll make sure it's gone completely now.

Go "Start > Computer".
In "Computer", open Local Disk C: or whichever drive your program files are installed on.
Open the "Program files" folder.
Open the "Common Files" folder.
Open the "Apple" folder.
Is there a "Mobile Device Support" folder still in there? If so, right-click on it and select "Delete".

Empty your recycle bin.

Head into your "Uninstall a program" control panel. Uninstall iTunes.

Restart the PC.

Now download a fresh copy of the 64-bit version of iTunes from the following location:

http://support.apple.com/kb/DL925

Try an itunes install. (This should also reinstall AMDS.)

Launch iTunes. Connect the Touch.

Do we get any recognition this time around?
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User profile for user: b noir
b noir
User level: Level 9
72,346 points

Feb 12, 2010 12:01 PM in response to rdmarino

I found that iTunesHelper.exe is not installed on my computer. Is it possible to redownload it without reinstalling iTunes?


Have you tried a repair install of iTunes?

Restart the PC. Don't open any applications. Now head into your Uninstall a program control panel, select iTunes and then click the Repair link.

Does the repair install go through okay? If so, do you have an iTunesHelper back?
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User profile for user: b noir
b noir
User level: Level 9
72,346 points

Feb 12, 2010 1:26 PM in response to rdmarino

It allows iTunes to launch if an iPod is connected. But a lot of the recognition is also handled by the iPod Service and/or the Apple Mobile Device Service.

Can you check something for me please?

Right-click your Task Bar and select "Task Manager". Go to the Processes tab. Click "Image name" to sort the processes alphabetically.

Is iTunesHelper.exe showing up in the list of processes?
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User profile for user: b noir
b noir
User level: Level 9
72,346 points

Feb 13, 2010 7:48 PM in response to rdmarino

Okay. You do definitely have an iTuneshelper on the PC then.

We'd better start checking to see if there's an issue with Apple Mobile Device Support on the PC.

Quit iTunes if you have it open. Unplug any ipod if you have one connected.

In your Start menu, right-click "Computer" and select "Manage". Expand Services & Applications" and click on "Services". Maximise the window to better see what's going on.

Do you see an "Apple Mobile Device Service" in the list of Services? If so, does its Startup type show as "Automatic" and its Status show as "Started"?
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User profile for user: rdmarino
rdmarino Author
User level: Level 1
8 points

Feb 17, 2010 12:48 PM in response to b noir

Microsoft Windows Vista x64 x64 Home Premium Edition Service Pack 2 (Build 6002)
HP-Pavilion KQ505AA-ABA m8517c
iTunes 9.0.3.15
QuickTime 7.6.5
FairPlay 1.6.16
Apple Application Support 1.1.0
iPod Updater Library 9.0d11
CD Driver 2.2.0.1
CD Driver DLL 2.1.1.1
Apple Mobile Device 2.6.0.32
Apple Mobile Device Driver 1.45.0.0
Bonjour 1.0.6.2 (118.5)

iTunes Serial Number EFE335E ***7EE

Current user is an administrator.
The current local date and time is 2010-02-17 14:29:49.
iTunes is not running in safe mode.

Video Display Information

Intel Corporation, Intel(R) G33/G31 Express Chipset Family


** External Plug-ins Information **

Plug-in Name: Last.fm AudioScrobbler
Plug-in Loaded: Yes
Plug-in Version: 0.0.2
Plug-in File Version: 3.0.2.0
Plug-in Path: C:\Program Files (x86)\iTunes\Plug-ins\itw_scrobbler.dll

Genius ID: e9d18220774ada901a8d85aeffcb070e

** Network Connectivity Tests **

Network Adapter Information

Adapter Name: {DB76914A-362F-4EB4-8F15-832E5B3FBC01}
Description: Realtek RTL8168C(P)/8111C(P) Family PCI-E GBE NIC
IP Address: 192.168.2.5
Subnet Mask: 255.255.255.0
Default Gateway: 192.168.2.1
DHCP Enabled: No
DHCP Server:
Lease Obtained: Wed Dec 31 18:00:00 1969

Lease Expires: Wed Dec 31 18:00:00 1969

DNS Servers: 68.87.68.166
68.87.68.166
68.87.74.166

Active Connection: LAN Connection
Connected: Yes
Online: Yes
Using Modem: No
Using LAN: Yes
Using Proxy: No
SSL 3.0 Support: Enabled
TLS 1.0 Support: Disabled

Firewall Information

Windows Firewall is off.

Connection attempt to Apple web site was successful.
Connection attempt to iTunes Store was successful.
Secure connection attempt to iTunes Store was successful.
Secure connection attempt to iPhone activation server was successful.
Last successful store access was 2010-02-17 14:28:39.


** iPod/iPhone Connectivity Tests **

iPodService 9.0.3.15 is currently running.
iTunesHelper 9.0.3.15 is currently running.
Apple Mobile Device service 2.50.39.0 is currently running.

Universal Serial Bus Controllers:

Intel(R) ICH9 Family USB Universal Host Controller - 2934. Device is working properly.
Intel(R) ICH9 Family USB Universal Host Controller - 2935. Device is working properly.
Intel(R) ICH9 Family USB Universal Host Controller - 2936. Device is working properly.
Intel(R) ICH9 Family USB Universal Host Controller - 2937. Device is working properly.
Intel(R) ICH9 Family USB Universal Host Controller - 2938. Device is working properly.
Intel(R) ICH9 Family USB Universal Host Controller - 2939. Device is working properly.
Intel(R) ICH9 Family USB2 Enhanced Host Controller - 293A. Device is working properly.
Intel(R) ICH9 Family USB2 Enhanced Host Controller - 293C. Device is working properly.

FireWire (IEEE 1394) Host Controllers:

AGERE OHCI Compliant IEEE 1394 Host Controller. Device is working properly.

Most Recent Device Not Currently Connected:

iPod touch running firmware version 3.1.2
Serial Number: 1A802 *14N

iPhone 3G running firmware version 3.0
Serial Number: 86906 *Y7H

** iPhone/iPod Touch Sync Tests **

No iPhone or iPod found.

<Edited by Host>
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User profile for user: b noir
b noir
User level: Level 9
72,346 points

Feb 18, 2010 10:56 AM in response to rdmarino

Okay.

Let's check the drivers and whatnot on the PC now:

[HP Pavilion Media Center m8517c Desktop PC > Microsoft Windows Vista (64-bit)|http://h10025.www1.hp.com/ewfrf/wc/softwareList?os=2100&lc=en&dlc=en&c c=us&product=3766907&lang=en]

I'd check in particular to make sure you're up to date on your BIOS, Intel Matrix Storage Manager Application and Drivers, and that Windows Vista Hotfix QFE 960884.

If you were behind on anything, and you update, do you get any better recognition of the iPod/iPhone?
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User profile for user: b noir
b noir
User level: Level 9
72,346 points

Feb 19, 2010 10:13 AM in response to rdmarino

Okay.

We're going to try something experimental. A bit of a performance, I'm afraid.

Quit iTunes if you have it open. Unplug any ipods/iPhones.

From the Start menu, click Open.
In the Organize menu, click Folder and Search Options.
Click the View tab.
In the "Advanced settings" pane under "Hidden files and folders" make sure that:

The "Show hidden files and folders" option is selected
The "Hide extensions for known filetypes" box is unchecked
The "Hide protected operating system files (Recommended)" box is unchecked

Click OK.

Now, in "Computer", open Local Disk C: (or whichever drive your operating system is installed on).
Open the "Windows" folder.
Open the "system32" folder.
Right-click the "DRVSTORE" folder and select "Properties".
In the "General" tab, click the "Advanced" button.
If "Compress contents to save disk space" is checked, uncheck it and click OK.
Click OK again in the "general" tab.

Open the "DRVSTORE" folder.

In amongst the folders in there, do you see a folder called "usbaapl_<long-string-of-numbers>"? If so, drag it out onto the desktop.

In amongst the folders in there, do you see a folder called "netaapl_<long-string-of-numbers>"? If so, drag it out onto the desktop.

Go back into the "system32" folder.
Open the "Drivers" folder.

Do you see a "usbaapl.sys" file in there? If so drag it out onto the desktop.
Do you see a "netaapl.sys" file in there? If so drag it out onto the desktop.

Close the folders. Restart the PC. Do not open any applications after the restart.

After the restart, go into your "Uninstall a program" control panel. Select "Apple Mobile Device Support". Click "Repair".

If the repair install seems to go through properly, restart the PC, and try plugging in the iPhone again.

... any recognition for the iPod Touch this time around?
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User profile for user: rdmarino
rdmarino Author
User level: Level 1
8 points

Feb 19, 2010 1:56 PM in response to b noir

Ok, here's what happened. When I went into the "DRVSTORE" folder, I didn't find "usbaapl.sys" or "netaapl.sys". So I skipped on to the next step. When I went to repair "Apple Mobile Device Service" I got a Windows Installer popup that said "The feature you are trying to use is on a CD-ROM or other removable disk that is not available. Insert the 'Apple Mobile Device Support' disk and click OK.", so basically my repair failed. I couldn't repair it.

Also, I failed to mention that although I still charge my iPod on my computer, whenever I unplug it I get an error message saying: "USB Device Not Recognized - One of the USB devices attached to this computer has malfunctioned, and Windows does not recognize it."
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User profile for user: b noir
b noir
User level: Level 9
72,346 points

Feb 19, 2010 2:06 PM in response to rdmarino

When I went to repair "Apple Mobile Device Service" I got a Windows Installer popup that said "The feature you are trying to use is on a CD-ROM or other removable disk that is not available. Insert the 'Apple Mobile Device Support' disk and click OK.", so basically my repair failed. I couldn't repair it.


Interesting. A dodgy AMDS installation, maybe?

If you head into your "uninstall a program" control panel and attempt to uninstall Apple Mobile Device Support, do you get the same error message?
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User profile for user: rdmarino
rdmarino Author
User level: Level 1
8 points

Feb 22, 2010 4:35 AM in response to b noir

I uninstalled everything Apple related manually from my PC, and in the process I noticed there were 2 different versions of AMDS installed. Anyways, there's only one installed now, but I have no luck still. I managed to get the USB Device Not Recognized error to go away tho. I still don't see the 2 folders in the DRVSTORE folder or any drivers in drivers folder. What I did do tho was copy and paste the usbaapl64.sys driver from the Mobile Device Support folder into my PC's main driver folder. But still no luck. I'm sure it has to be a problem with the drivers somewhere because my computer doesn't recognize my iPod, not just iTunes.
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iTunesHelper Is Not On My Computer

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