Windows 7 blocks my iPod Touch

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Windows 7 blocks my iPod Touch

I purchased a new iPod Touch for my wife last week, but we've been unable to get her HP Pavillion laptop to detect the device.

When we boot her machine, the iPod charges (the iPod displays a green battery) until Windows begins to load. At that point, the computer loses the connection (the iPod reverts to a standard lock screen). After logging into Windows, we cannot find her device in either Explorer or iTunes.

What we know:

The iPod itself is fine; it works perfectly when connected to other machines
The cable is fine; we've tested it with multiple devices
The USB ports are fine; they accept other devices with no problem
The computer detects both the iPod Nano and the iPhone without issue

Solutions we've tried:

We reinstalled all Apple software (iTunes, Bonjour, Apple Mobile Device Manager, etc.)
We ran the iTunes Diagnostic
We removed all third-party security software from her machine
We disabled any security software we couldn't remove (e.g. Windows Firewall)
We disabled all third-party startup programs
We updated her OS, her drivers, and her software
We rebooted Windows in Safe Mode
We connected her iPod in Recovery Mode

We've gone up and down the Support pages with no luck, and since we don't live anywhere near a Genius Bar, y'all are my next step.

iPod touch, Windows 7

Posted on Dec 1, 2012 1:24 PM

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Answer 1

lllaass

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Dec 1, 2012 1:29 PM in response to Dawnhammer

You said:

We ran the iTunes Diagnostic

What were the results?

Have you tried another computer?

Have you tried another cable? Some iPod were shipped with defective cables.

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Answer 2

Dawnhammer Author

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Dec 1, 2012 1:35 PM in response to lllaass

The diagnostic came back clean, except that it didn't detect the device we connected. We successfully connected her device to another machine and failed to resolve the issue with a different cable.

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Answer 3

lllaass

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Dec 1, 2012 1:53 PM in response to Dawnhammer

Did you do the remove and reinstall using these instructions:

Removing and reinstalling iTunes, QuickTime, and other software components for Windows Vista or Windows 7

Do other USB devices wok on the UPB ports?

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Answer 4

Dawnhammer Author

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Dec 1, 2012 2:00 PM in response to lllaass

We did indeed follow those instructions, down to the proper order in which it wanted us to remove the software. And, yes; her old iPod Nano, my iPhone, and a standard flash drive all work in her USB ports.

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Answer 5

lllaass

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Dec 1, 2012 2:04 PM in response to Dawnhammer

Since the iPhone connects I supsect a bad cable like I suggested in my first reply.

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Answer 6

Dawnhammer Author

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Dec 1, 2012 2:13 PM in response to lllaass

I'm afraid that's not the case. I tried connecting both her device and mine using both the cable it came with and the cable I use for my iPhone. The iPhone worked regardless of the cable used, where the iPod didn't work regardless of the cable used (but only when attempting to connect to her machine; my computer detects her iPod regardless of the cable used).

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Answer 7

lllaass

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Dec 1, 2012 2:28 PM in response to Dawnhammer

Do you have a 4G iPod?

If 4G

- Look at the dock connector on the iPod. Look for abnormalities like bent or corroded contacts, cracked or broken plastic.

What model iPhone and iOS?

Could be a defective iPod.

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Answer 8

Dawnhammer Author

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Dec 1, 2012 3:02 PM in response to lllaass

We have a 4G iPod Touch, yes. I don't see anything out of the ordinary with its connection pin. I'd be surprised if there were, though, seeing that my machine detects it just fine.

My iPhone is an iPhone 4 loaded with iOS 6.0.1.

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Answer 9

lllaass

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Dec 1, 2012 3:10 PM in response to Dawnhammer

I give up.

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Answer 10

Dawnhammer Author

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Dec 1, 2012 3:15 PM in response to lllaass

Fair enough. Thanks for your time.

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Answer 11

bobjbkln

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Dec 1, 2012 8:34 PM in response to Dawnhammer

This is really weird, but since it is a brand new iPod, you are covered by Apple's free Express Phone service. Call them for assistance. If they can't find a solution, they will probably exchange the IPod for another of the same model (by UPS if you are not near an Apple store).

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Answer 12

Dawnhammer Author

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Dec 2, 2012 9:06 AM in response to Dawnhammer

I solved the problem today and figured I'd post the solution here for any interested parties.

On the advice of the folks on the Microsoft Support Community, I first tried their Mr. FixIt troubleshooter. It didn't do anything of note (at least, not that I noticed at first), so I found someone else who recommended resetting the USB drivers. After setting a restore point, I went to the Device Manager to do just that and found something unexpected. The iPod was now listed, with a question mark overlaid atop its entry. On a hunch, a selected the device and clicked Update Driver. That resolved the issue.

The iPod hadn't been listed under the Device Manager prior to running the troubleshooter, so I don't know what else would've made it appear. But once it did, I was able to solve the problem and get the computer to detect the device.

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