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Apple Mobile Device Support won't install, keeps rolling back..

35991 Views 34 Replies Latest reply: Jun 23, 2012 5:46 PM by SifuR RSS
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heart4lower Level 1 Level 1 (0 points)
Currently Being Moderated
Dec 25, 2010 11:52 PM
I'm using Windows 7 64bit and i have everything updated. Since I've upgraded my iTunes to version 10.1, I can't sync my iPod Touch with it anymore.

Each time I plug my iPod in,
- the iPod could be detected by windows but not iTunes, and I keep getting the same error message " "This iPod cannot be used because the required software is not installed. Run the iTunes installer to remove iTunes, then install the 64bit version of iTunes""
- my iPod shows up as "Apple Mobile Device USB Driver" in devices and printers

After searching through the internet, I've tried many fixes but none of them worked. I've tried,
- downloading the latest iTunes and uninstalling it and reinstalling it again and again
- uninstalling step by step and completely removed everything as guided by this website (http://support.apple.com/kb/HT1923)
- extracting the AMDS MSI file from the iTunes64setup and run it separately
- copying the registry files and the whole Apple Mobile Device Support folder from a Vista machine as recommended in some websites
- creating a new user account with admin rights and reinstalling iTunes again after completely removing everything

I've read a post (http://discussions.info.apple.com/thread.jspa?threadID=2531860) in which the user encounters a similar problem as well, and apparently the user solved this problem by replacing the files in C:\Windows\System32\DriverStore\FileRepository\netaapl64.infamd64_neutral26aa9fb28983e9b5
C:\Windows\System32\DriverStore\FileRepository\usbaapl64.infamd64_neutral36363f69e6e22c1b
with files he had extracted from the CAB files within the AMDS MSI installer from the iTunes64Setup download.

But the problem is, whenever I try to extract the netaap164 and usbaap164 files from the AMDS MSI installer, using WinRAR, it says that the archive is corrupted and thus I won't be able to extract these files out.

Can anyone give me any suggestions or teach me what to do? I'm really stucked and lost now. Thanks in advance. =)
Acer, Windows 7
  • -Josh Level 1 Level 1 (0 points)
    I keep getting this error message as well. I have also tried almost everything you have and have had no luck. I have read that there was a problem with P55 chipset motherboards, but I have updated my BIOS to the latest version and still have not had any success. From what I can tell, the AMDS folder is not installing at all. It is supposed to contain a folder named "Drivers" that contains the driver file, but neither the drivers folder, nor the AMDS folder will install. It keeps rolling back. I need help with this.

    Can anyone help resolve this issue?
    Windows XP Pro
  • Kelmef Level 1 Level 1 (0 points)
    I have this exact same issue and have searched for the solution for hours. What I`ve discovered is that I cannot install the Apple Mobile Device Support. I don`t know why and I `ve read and tried EVERYTHING. I`d love to know if someone replies with an answer, as I feel your pain and fustration
    acer, Windows 7
  • Cycle Guy Level 1 Level 1 (0 points)
    Count me in also. I'm ready to pull my hair out. The thing that gets me is that I have another Windows 7 laptop and it installs fine. It would be really nice if Apple at least provided an installation log. Obviously they put the code into the installation package to detect a problem during the install otherwise it wouldn't keep rolling back. What are some of the possible causes?
    HP, Windows 7, 64 bit
  • Cycle Guy Level 1 Level 1 (0 points)
    After hours of experimenting, I found something that works! Follow all of Apple's advice about removing all Apple software from your computer. Once that's done, restart your computer. Then, using Windows Explorer make sure that the following files have been deleted from your hard drive (assuming C: is your root) -

    C:\Windows\System32\drivers\usbaapl64.sys
    C:\Windows\System32\drivers\usbfilter.sys
    C:\Windows\System32\drivers\usbaaplrc.dll

    Now reinstall the latest 64 bit version of iTunes & QuickTime. You will likely see the rollback issue once again during the install. But this time after the iTunes installation has completed use Windows Explorer again and go to the following folder:

    C:\ProgramData\Apple\Installer Cache

    If you have been upgrading iTunes regularly for a while you will find a complete set of the previously installed versions of the Apple Mobile Device Support drivers. I picked one, version 3.3.0.69 (two versions back) which I knew worked well. Open the folder and use the installation package inside. It installed with no problems and I could then sync my iPhone once again. Now I'm using a 3G iPhone and a couple of older iPods with my computer and all is well now. I think if you're dependent upon whatever features are in the latest driver, you will still have a problem until Apple fixes whatever is wrong.

    Chances are that you may be able to skip all of the uninstalls again and just go to the cache and try installing the earlier version of the driver. I didn't try that myself. I just copied all of the steps I went through. I hope this helps. Good luck!
    HP, Windows 7, 64 bit
  • krotch71 Level 1 Level 1 (0 points)
    These instructions will also allow you to install itunes 10.2.1 with windows xp 64 bit operating system.

    These instructions will fix the roll back issue as well.


    1) Uninstall Itunes so you dont have it installed.

    2) Download 64 bit version of itunes http://support.apple.com/kb/DL1047

    3) Unzip the iTunes64Setup.zip but use the program 7zip (nice free unzip program www.7zip.org)

    This will create a list of MSI files (AppleApplicationsSupport.msi, ApplicationsMobileDeviceSupport64.msi,...)

    4) Now you have to edit each one of these files with the ORCA software. Its an MSI editor. http://www.thch.uni-bonn.de/tc/orca/

    5) On the Left hand side of Orca, find the tree branch labeled "LaunchCondition". In the right pane remove the any rows that say anything with "VersionNT..." or "VersionNT64...". You can do this by doing a right mouse click on the row.
    ie "(VersionNT>=501 AND ServicePack...."

    These are checks for the NT OS and you just need to remove them from ALL of the MSI files. They might be slightly different in writing but any line with VersionNT must be removed.

    6) Now you can install itunes. Ignore the warning messages but this will get itunes to work.


    BUT WAIT, THERE IS MORE...

    Thats right. Itunes install destroys the "Apple Mobile Device USB Driver". So you need to uninstall the driver and reinstall the driver if you want itunes to recognize your phone. Otherwise itunes will work on your computer but will not recognize your iphone or ipod. So...

    7) Right Click "My Computer" -> Properties -> Hardware Tab -> Device Manager Button.

    8) Look for the driver label "unknown" or "Apple Mobile Device USB Driver". Could be under "Unknown" or under "Universal Serial Bus controllers". Right click and choose properties. click the "Driver"Tab.

    9) "Uninstall Driver" Button.

    10) Now go back to your files you unzipped earlier and double click the one labeled "AppleMobileDeviceSupport64". This will reinstall the driver (cleanly this time).

    11) Restart itunes (if you have it opened alread).

    You should see the drive install correctly in device manager now and your itunes should recognize the phone. I installed and got the rollback several times during my install and this process worked with that too.

    Best of luck,
    Rob
    Windows XP 64-bit, Other OS, iTunes 10.2.1
  • davekoenig Level 1 Level 1 (0 points)
    I've tried your steps but they don't seem to work for me. Mind you, I didn't see an appropriate place to uninstall the USB driver...
  • HateAppleOS Level 1 Level 1 (0 points)
    I have tried everything above and nothing works. I also bought "Final Uninstaller" for my laptop and tried that. I also paid $83 for service from the Apple Helpless Desk. I am about to throw my IPAD in the trash and wont buy an IPhone from Verizon until they fix this problem. I dont know what to do I am at a total loss....One day it worked the next it didn't. Now i can not install the software without a roll back and dont get the Apple Mobile Device Support. Help!!!!
    Sony Vaio, Windows 7, IPAD
  • topher.sgordon Level 1 Level 1 (0 points)

    After a couple days searching the internet for a solution I pieced togetherwhat my problem was from several forums and fixed it; maybe my solution/problemis similar to all of yours. (NOTE: I’m running Windows XP Professional, 32-bit,with Service Pack 3 – so you’ll have to translate my issue into your Windows 7format because I have no idea how to operate things is that version of Windows.)

     

    I traced the error to the Apple Mobile Device USB Driver under"Universal Serial Bus Controllers" as others have too (everything inthe iTunes installation would install perfectly well except for Apple MobileDevice Support). However, my problem wasn't with the driver itself -- I had amissing .dll file on my computer for the Hardware Update Wizard (whenever Iwould 'right click’ any USB driver and select "Update", HardwareUpdate Wizard would not open; nothing would happen).

     

    So, I went searching for this problem next, and I found this website: http://kf.livejournal.com/208963.html?view=2699587#t2699587

     

    The page suggests that the problem is a missing .dll file called “newdev.dll”that should be located in “C:\WINDOWS\system32\” (again, I don’t know theequivalent folder for Windows 7, so someone else will need to find out where “newdev.dll”belongs) – I did a search of the .dll file on my computer and found it missing.However, I found another copy of it on my computer using “Seach Everything” (foundhere: http://download.cnet.com/Everything/3000-2379_4-10890746.html)– but, you can also use the Windows Search tool. There were copies located in “C:\Windows\system32\dllcache”and “C:\Windows\ServicePackFiles\i386”. (I would suggest searching for itrather than locating it manually in Explorer in case its in a hidden folder.)

     

    I copied one of the preexisting files of “newdev.dll” and pasted it into “C:\WINDOWS\system32\”.Then I tried re-installing Apple Mobile Device Support and it worked (norolling back installation). When I plugged my iPhone back into my USB “AppleMobile Device USB Driver” reappeared under “Universal Serial Bus controllers”in “Computer Management” – all I had to do was “Enable” it again and I hadaccess to my iPhone in iTunes again.

     

    Also, I had copied a preexisting file of AppleMobileDeviceSupport.msi to mydesktop prior to uninstalling everything, so when I tried to reinstall iTunesand Apple Mobile Device Support failed to install all I had to do later when Ifound the solution was reinstall AMDS. If you do not have a copy of “AppleMobileDeviceSupport.msi”try completely uninstalling everything (like so many other forums suggest, asdoes Apple, here: http://support.apple.com/kb/HT1925),and reinstall iTunes with the Hardware Update Wizard .dll file replaced. (I can’tsay if this entire reinstallation will work since I only had to install AMDS.)

    Hope my problem was your problem as well.

  • jacki fromrosanna Level 1 Level 1 (0 points)

    Hi, I too am having this same issue... I have Windows 7 64 bit and after updating to iTunes 10.2.2 - I no longer have the software Apple Mobile Device support  and itunes won't detect our iphones and ipad.  I am not really comfortable doing what is being suggested here as I'm not very technically inclined.  But the last suggest from topher.sgordon makes sense to me as I got an error message   APAgent.exe - system error " The program can't start because dnssd.dll is missing from your computer.  Try reinstalling the program to fix this program."

     

    If anyone can translate the above recommendations for use with Windows 7 (and in terms that I could follow) it would be really appreciated.

     

    Thanks

    Jacki

  • jacki fromrosanna Level 1 Level 1 (0 points)

    Thank you thank you thank you........  I've been struggling with this for a couple of weeks now and your solution finally Llows me to have my devices registering again.  Now I just hope apple can get this sorted out

     

    Cheers

    Jacki

  • AlexHoang Level 1 Level 1 (0 points)

    Hey guys, I've been having the same issue as described in this post and have just found a way to resolve it.

    I'm running Windows 7 Ultimate 64 bit and the AMDS Installer kept rolling back. I tried most of the things described in this post and finally came to a conclusion. I noticed that my other computer running Windows Vista 64 bit had the application installed without any issues, as you have probably already found out, the AMDS Installer file cannot be run in compatibility mode, however the iTunes64Setup.exe file can. These are the steps that I used to fix the issue:

     

    1. Click Start and open the control panel, from the list select "Programs" and then select "Uninstall a program"

    2. Uninstall the following applications: iTunes, QuickTime, Apple Software Update, Apple Application Support and Bonjour.

    3. Restart your computer.

    4. Locate your iTunes64Setup.exe file or download a new one from the Apple website.

    5. Right-click the iTunes64Setup.exe file and select "Properties" from the bottom of the list.

    6. In the properties window, select the compatibility tab.

    7. Check the box that reads "Run this program in compatibility mode for:" then from the dropdown list select "Windows Vista"

    8. Check the box that reads "Run this program as an administrator"

    9. Click Apply and then OK.

    10. Run the iTunes64Setup.exe file and follow the installation wizard as usual.

  • karenfromrockford Level 1 Level 1 (0 points)

    I am having the same issue. We have a new computer, new Nano 16g. I Tunes will not download the device manager module. I have spent 20 hours between Apple, Dell and Norton trying to isolate the problem.  Apple is still researching what is wrong. I have exchanged Nano's 3x but the problem is with the download.

    I'm running Windows 7 Professional, brand new computer, everything. I get the rollback and Apple didn't know what that was about. I"d like to move forward.....

  • AlexHoang Level 1 Level 1 (0 points)

    Have you tried following the steps that I've posted?

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