Could not connect iPod because it's locked with a passcode

My ipod touch displays the usb screen and when plugged in to the computer says "iTunes could not connect to the iPod touch because it's locked with a passcode. You must enter your passcode on the iPod before it can be used with iTunes." I can't enter the passcode on theiPod because the screen only displays the usb cord and iTunes icon. I've searched the online discussions and tried to enter recovery mode and restore factory settings with no luck. I've followed the directions several times to no avail. I can't get the serial number to contact support. Any thoughts on what I may be doing wrong or what I should try next?