Level 1

95 points

iPhone - Stuck "Preparing to sync" when trying to sync with iTunes via USB cable

I've seen this be an issue for some for many versions of iPhones back (old threads), and from that I've been able to identify the culprit and a work-around to the problem (as Apple isn't fixing the underlying issue).

The problem is, when I plug in my iPhone (currently an 15 ) via USB cable to my computer running iTunes, iTunes sees the phone and starts with the "Preparing to sync..." message and then just sits there for a loooonngg time.

The issue appears to be the Apple program MDCrashReporter.exe which is found at the following location on an MS Windows PC (Windows 10 in my case):

C:\Program Files (x86)\Common Files\Apple\Mobile Device Support\MDCrashReportTool.exe

You can find it in the list of running processes when the sync is hanging.

You can unstick the sync by killing that process: Task Manager->Details->find it in the list->End Task

A more usefull solution is to disable it. What I did, that seems to work is:

Rename the executable: I renamed it to

C:\Program Files (x86)\Common Files\Apple\Mobile Device Support\MDCrashReportTool.exe-orig

So the extension now is .exe-orig (note: you must have admin rights to the machine to rename the file)

That keeps it from running and hanging up the sync process. Works great so far.

All I use iTunes for is to sync my work exchange calendar with my iPhone calendar - that's it. Now that I've disabled the ability for running MDCrashReporterTool, that sync takes a few seconds and done.

If Apple ever fixes its crash reporter tool then this won't be necessary. Or if Apple ever produces an application for managing and syncing the devices and ONLY that, maybe better still.

For completeness - the problem isn't the cable (its Apples own USB-C cable), its not the phone needing a reboot - it is bugs in iTunes and its support applications via-a-vis its drivers.

Posted on Nov 9, 2023 1:06 PM

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dkentley

Level 1

24 points

Posted on Dec 8, 2023 1:47 PM

I did a very similar thing on macOS 17.2 (RC), except it didn't show up under launchctl, I found it via:

ps aux|grep Crash

and I got the process:

/<long path>/MDCCrashReportTool

So I issued:

sudo kill -9 <pid>

-9 was required, regular kill did not have enough oomph. Immediate sync after issuing kill. Good lord this has happened on and off for YEARS for me (and every time for the last many months; if I sync again after it's synced once it was always fast, but the first one after plugging in was always sloooooooow), thank you for the tip!

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161 replies

Dec 13, 2023 2:15 AM in response to Enigmeerkat

Found the file but Windows/Apple wont allow it to be deleted or renamed.

Killing the process when iTunes is trying to sync does work but it's so annoying to do this every time I want to sync new music to my phone. This has only started happening in my case since 17.2, although "preparing to Sync" started to take an age since 17.0 was launched.

Dec 22, 2023 4:38 PM in response to dchbbc

Read through the pages here. Haven't been able to do anything directly to the file with a store installation, but killing the process (can use the batch file) works. Read through a page or so earlier in this thread and you'll see the step by step instructions for the workaround until Apple fixes the problem

Jan 6, 2024 8:39 AM in response to ainsley001

Did you hear back from that nice Mr Apple ?

Getting fed up with having to use Task Manager to terminate so have reluctantly renamed MDCrashReportTool.exe by adding _1.

After all the info you gave them why cant they come up with an explanation and fix 😠

Minok Author

Level 1

95 points

Jan 23, 2024 5:48 PM in response to BobUlius

Well while it may eventually sync , I’d not consider that as solved. As wagt a user expects is to get a sync immediately, not after some minutes of sitting there. This is why I disabled iTunes from doing a device backup when I plug the phone in. All I want is a sync. In my case just the calendar. Get it done and let me go. Don’t make me sit there for minutes on end to get today’s appointment changes from outlook reflected in my iOS calendar as well.

so whatever that mdcrashreporter is doing, it should take a second or even 5 and if it can’t get it done by then , give up and move on. There is no need to force the user to wait while a massive amount of data gets transmitted back to Cupertino or transferred from a logging service.

just my view.

TechAzn

Level 1

13 points

Jan 24, 2024 9:14 PM in response to Minok

Even though I nuked my settings on my iPhone, eventually I remembered that MDCrashReporter is a very old piece of legacy Windows software. So it would make sense that some code might be legacy based & not work with Windows 11 properly. I've had this issue with other software that was designed for Windows. I'm glad I could help! I'm not called the TechAzn for nothing! YAY!!!

Jan 24, 2024 10:21 PM in response to TechAzn

For the Windows store install version, with the files located at:

C:\Users\<USERNAME>\AppData\Local\Microsoft\WindowsApps

Tried your fix in Windows 10 x64 22H2, no effect unfortunately. Will keep using the taskkill workaround.

-1mb-

Level 1

8 points

Jan 2, 2024 10:04 PM in response to -1mb-

On further inspection, I only need to do the MDCrashReporter thing on an iPhone (wife's) that's connected to an Apple Watch, I don't get the sync problem on another iPhone (mine) that isn't.

Mar 6, 2024 9:24 AM in response to Hawaii Biker

Confirmed for me too, iOS 17.4 solves it when syncing on Mac (Finder).

pbGuy

Level 1

130 points

Mar 11, 2024 7:29 AM in response to Minok

iOS 17.4 has corrected this bug.

Nov 10, 2023 8:32 PM in response to Minok

I'm seeing this problem as well, only, its via itunes off the windows apps store, on two computers, one's a windows 10 machine and isn't my daily driver, the other is a recently assembled(july) windows 11 machine. both use itunes via the windows app store, so the workaround outlined above doesn't work for me.

Minok Author

Level 1

95 points

Nov 10, 2023 9:02 PM in response to XRaiderV17

Good to know. My version isn’t installed from the App Store. It’s a traditionally installed application.

If you figure out how to solve it for the Microsoft store installed apps update this thread so others can find the answer too.

Dec 13, 2023 2:46 AM in response to Enigmeerkat

Thanks, that works a treat. Hopefully there's a way to disable it permanently until Apple fix it (if they bother, as they don't seem interested in iTunes on Windows - how long has the "new" version been in beta in the Windows store?

Dec 14, 2023 2:43 AM in response to ainsley001

As you can see from my logs, your issue is a different one to mine. Aside from the batch file, I'm not sure there's much more I can do to help. Apple need to patch this. I would try showing the problem to a genius (if you have a laptop you can take in to demonstrate), or log a support ticket with Apple online directly. Or just keep using the batch file until a new patch comes through and hopefully fixes it.

Dec 15, 2023 8:51 AM in response to Minok

I raised a support ticket with Apple yesterday. Chat couldn't help so they passed me to a senior engineer by phone who has no passed this on to someone else (everyone very helpful, btw, even thought they couldn't solve the problem). They wanted a video of the problem and the solution (killing the crash process) which I've sent so hopefully they will resolve and I'll update when I hear back

dkentley

Level 1

24 points

Dec 15, 2023 8:57 AM in response to ainsley001

ainsley001 wrote:

I raised a support ticket with Apple yesterday. Chat couldn't help so they passed me to a senior engineer by phone who has no passed this on to someone else (everyone very helpful, btw, even thought they couldn't solve the problem). They wanted a video of the problem and the solution (killing the crash process) which I've sent so hopefully they will resolve and I'll update when I hear back

Oh cool, I also submitted a video demonstrating killing the process and how it immediately sync'd after that. Hopefully this will get them to fix this (years old? decade old??) problem.

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iPhone - Stuck "Preparing to sync" when trying to sync with iTunes via USB cable