iPad Pro 12.9 4th gen

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iPad Pro 12.9 4th gen

I cannot backup by my iPad to my Windows 10 computer using iTunes. ITunes works perfectly backing up my iPhone 12 Pro and my wife's iPhone Xs. The iPad is not recognized by iTunes or my computer. I get a tone when I connect it, signifying that a device has been connected, but I don't get the "trust this PC" routine, and Windows identifies the iPad in Devices and Printers and in Device Manager as a "Billboard" device. I also get a notification when I connect the iPad that my display device may not function properly. This suggests that the computer is identifying the iPad as a second display. Any suggestions on how I can get my computer to recognize my iPad properly will be greatly appreciated.

Windows, Windows 10

Posted on Mar 9, 2021 6:02 AM

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Answer 1

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mbktx01 Author

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Mar 12, 2021 12:56 PM in response to mbktx01

Just to close this out, with the help of Apple Support, I figured out that the issue was that the iPad was in our smart keyboard, and when I connected to the USB-C port on that device, the PC recognizes the keyboard as a "billboard device," and cannot "see through" the keyboard to deal with the iPad. Connect directly to iPad, no issues. Backed up perfectly. Live and learn....

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Answer 2

Mar 9, 2021 6:12 AM in response to mbktx01

First, ensure that your installed version of iTunes has been updated to the most recent version:

Update to the latest version of iTunes – Apple Support

As for your PC not prompting to trust your iPad, you may need to reset your iPad trust settings:

Settings > General > Reset > Reset Location & Privacy - if prompted, enter your Passcode and confirm the reset

If you still have no joy, try using a different USB port on your PC. If using a USB hub, remove it - and instead make a direct connection to the USB port of the PC.

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Answer 3

mbktx01 Author

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Mar 9, 2021 7:19 AM in response to LotusPilot

Thank you for the suggestions, but no joy. I believe my iTunes is up to date on both computers I'm using to try to diagnose and fix this issue. On both machines, when I connect the iPad, I get this notification:

and the iPad appears in Device Manager as a Billboard device on a USB connection:

Exactly the same on both computers I'm using.

Any further thoughts welcomed.

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Answer 4

mbktx01 Author

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Mar 9, 2021 7:28 AM in response to mbktx01

Oh, and I did do the Location/Privacy reset on the iPad, as recommended. No impact....

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iPad Pro 12.9 4th gen

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