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iTunes freezes when iPhone plugged in

I just got a new PC, and I haven't been able to get iTunes to sync with my iPhone. When I have iTunes open and plug in my phone, iTunes freezes. Sometimes if I wait long enough (several minutes), iTunes eventually shows my phone, but it still freezes/runs very slowly. If I'm able to click on my phone, it shows all content on the phone as "Other" and backup attempts fail.


Accessing my iPhone via Windows Explorer works fine, and I was able to download a few hundred photos without issues.


iTunes works fine with my iPod Classic 160. No freezes, and a sync worked fine.


I've tried several different USB ports on my PC (2.0, 3.1 gen 1, 3.1 gen 2), as well as different cables. I've also uninstalled and reinstalled iTunes a few times. The last time I ran the installer as an Administrator. I've also tried manually updating the Apple Mobile Device USB Driver as shown here:


https://discussions.apple.com/docs/DOC-10691


I'm seeing the following errors in the iTunes logs when I plug my phone in (this is 3 separate attempts):


[12188 @ Thu Aug 22 20:20:12 2019] [(unknown facility) iTunes.exe] _send_message (thread 10940): Could not securely send message: SSL_ERROR_SYSCALL errno (Broken pipe).

[12188 @ Thu Aug 22 20:20:12 2019] [(unknown facility) iTunes.exe] AMDeviceStopSession (thread 10940): Could not stop session with device 3: kAMDSendMessageError

[12188 @ Thu Aug 22 20:21:14 2019] [(unknown facility) iTunes.exe] _receive_message (thread 2156): Could not securely receive message size: SSL_ERROR_ZERO_RETURN

[12188 @ Thu Aug 22 20:21:14 2019] [(unknown facility) iTunes.exe] AMDeviceStopSession (thread 2156): Could not stop session with device 3: kAMDReadError


[12188 @ Thu Aug 22 20:32:02 2019] [(unknown facility) iTunes.exe] _send_message (thread 10940): Could not securely send message: SSL_ERROR_SYSCALL errno (Broken pipe).

[12188 @ Thu Aug 22 20:32:02 2019] [(unknown facility) iTunes.exe] AMDeviceStopSession (thread 10940): Could not stop session with device 3: kAMDSendMessageError

[12188 @ Thu Aug 22 20:36:12 2019] [(unknown facility) iTunes.exe] _send_message (thread 10940): Could not securely send message: SSL_ERROR_SYSCALL errno (Broken pipe).

[12188 @ Thu Aug 22 20:36:12 2019] [(unknown facility) iTunes.exe] AMDeviceStopSession (thread 10940): Could not stop session with device 3: kAMDSendMessageError


[11828 @ Thu Aug 22 20:57:15 2019] [(unknown facility) iTunes.exe] _send_message (thread 8488): Could not securely send message: SSL_ERROR_SYSCALL errno (Broken pipe).

[11828 @ Thu Aug 22 20:57:15 2019] [(unknown facility) iTunes.exe] AMDeviceStopSession (thread 8488): Could not stop session with device 4: kAMDSendMessageError


And here's info from the iTunes diagnostics (this was run in safe mode and not as an admin, but the behavior is identical not in safe mode and as an admin):


Microsoft Windows 10 x64 Professional Edition (Build 18362)

To Be Filled By O.E.M. To Be Filled By O.E.M.

iTunes 12.9.6.3

FairPlay 2.13.46

iPod Updater Library 12.0

Apple Mobile Device 12.2.1.12

Apple Mobile Device Driver 423.36.0.0

Apple iPod Driver 1.67.0.0

Bonjour 3.1.0.1 (333.18)

Gracenote SDK 3.06.1.3084

Gracenote MusicID 3.06.1.3084

Gracenote Submit 3.06.1.3084

Gracenote DSP 3.06.1.3084



Current user is not an administrator.

The current local date and time is 2019-08-22 21:10:36.

iTunes is running in safe mode.

WebKit accelerated compositing is disabled.

HDCP is supported.

Core Media is supported.

Display scaling 125.00


**** Runtime Libraries ****


c:\windows\system32\ucrtbase.dll: 10.0.18362.267

c:\windows\system32\msvcp140.dll: 14.10.25008.0

c:\windows\system32\vcruntime140.dll: 14.10.25008.0

c:\windows\system32\msvcp110_win.dll: 10.0.18362.1


**** External Plug-ins Information ****



Bonjour service 3.1.0.1 (333.18) is currently running.


**** Device Connectivity Tests ****


iPodService 12.9.6.3 (x64) is currently running.

Apple Mobile Device Service 423.258.2.36 is currently running.

iTunesHelper 12.9.6.3 is currently running.


No Universal Serial Bus Controller found.


No FireWire (IEEE 1394) Host Controller found.


Most Recent Devices Not Currently Connected:


iPod classic running firmware version 2.0.4


iPhone 6s running firmware version 12.4


iPhone 6s

Posted on Aug 22, 2019 7:19 PM

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Question marked as Best reply

Posted on Aug 23, 2019 3:23 PM

Hey, lukpac.


I see that you're having problems getting iTunes working on your new Windows PC. Great job on the troubleshooting you've used, and I'm glad to help.


Remove and reinstall iTunes and related software components for Windows 7 and later -- This article provides the information and steps that you need on how to uninstall and reinstall iTunes. Pay particular attention to the information under "Remove iTunes and its related components”.


Once you've uninstalled iTunes completely, restart your PC before and after reinstalling. See if iTunes works as it should once you’re back to the desktop.


Let me know how that goes, and take care!

Similar questions

1 reply
Question marked as Best reply

Aug 23, 2019 3:23 PM in response to lukpac

Hey, lukpac.


I see that you're having problems getting iTunes working on your new Windows PC. Great job on the troubleshooting you've used, and I'm glad to help.


Remove and reinstall iTunes and related software components for Windows 7 and later -- This article provides the information and steps that you need on how to uninstall and reinstall iTunes. Pay particular attention to the information under "Remove iTunes and its related components”.


Once you've uninstalled iTunes completely, restart your PC before and after reinstalling. See if iTunes works as it should once you’re back to the desktop.


Let me know how that goes, and take care!

iTunes freezes when iPhone plugged in

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