bron_cross
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Q: need to restore iphone 5 but itunes doesn't recognise it

Hi

 

I tried to update my iphone 5 to the latest iOS7 using iTunes but I got error message 4005. My phone is stuck on the connect to iTunes screen and I understand that I need to restore it to factory settings and can do this using iTunes. But when I plug my iphone into my pc (HP notebook, windows 7) iTunes doesn't recognise it. Apparently it should recognise that my phone is in recovery mode and ask if I want to restore it. This does not happen. I have tried the suggestions of many people with a similar problem in the support community but none of the solutions has worked for me and I have followed the resolution steps on the Apple support pages but have had no luck there either. I can see my iphone is in recovery mode in device manager on the pc, iTunes is up to date, I have uninstalled and re-installed iTunes according to Apple instructions, I have re-started the apple mobile device service, I am using USB 2.0 port not USB 3.0 and directly to the computer not via a hub.

 

If anyone can provide any help and useful suggestions on this I would really appreciate it! Thanks!

iPhone 5, iOS 7, HP computer, windows 7

Posted on Apr 23, 2014 11:21 AM

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bron_cross

Q: need to restore iphone 5 but itunes doesn't recognise it

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  • Helpful answers

  • by matt00,

    matt00 Apr 25, 2014 12:17 PM in response to bron_cross
    Level 5 (4,015 points)
    Apr 25, 2014 12:17 PM in response to bron_cross

    Hey bron_cross,

     

     

    Wow, Superb troubleshooting so far! Usually for the symptoms you have described, I recommend the sub-step titled “If the device is not recognized while in Recovery Mode” located in Step 5 of this article:

     

    iOS: Device not recognized in iTunes for Windows

    http://support.apple.com/kb/TS1538

     

    However, it seems like you have exhausted all of the suggestions in that step. Did you happen to move on to Step 6: Check for third-party software conflicts? If not, here is the excerpt:

     

    Certain phone and cellular device connectivity software from vendors such as Samsung, Nokia, Bora, Novatel, Sony, Android, LG, Sierra, Huawei, Pantech, or Motorola may cause your device not to be recognized. If you have such software on your computer:

     

    1. Uninstall the phone or cellular connectivity software temporarily, and test.  Contact the manufacturer of this software for assistance in doing this. If you use the third-party phone or cellular device for your Internet connection, try connecting to an alternate network using Wi-Fi or Ethernet.

     

    2. Remove iTunes and all related Apple software by following this article (for Windows XP), or this article (for Windows Vista, Windows 7, and Windows 8).

     

    3. After reinstalling iTunes, test the device.

     

    4. If you still need your third-party phone or cellular connectivity software that was removed, reinstall this software and test your device to ensure it still functions with iTunes. Contact the vendor of your phone connectivity software if the issue returns.

     

    Also, third-party security software may conflict with iOS devices connecting to iTunes. Follow this article to troubleshoot issues that may be caused by your security software. After resolving any issues you may have with your security software, you may need to try the steps in this article again.

     

    Thanks,

     

    Matt M.

  • by bron_cross,

    bron_cross bron_cross Apr 25, 2014 1:08 PM in response to matt00
    Level 1 (0 points)
    Apr 25, 2014 1:08 PM in response to matt00

    Hey matt00,

     

    Thanks for your response. Yeah, I did try all the options in step 5 of the article you mentioned and I don't have any third party software on my computer. It's weird bcos it was working before and now it's not.

     

    I actually managed to fix my phone last night. After trying literally every piece of advice I found on online forums the only thing that worked was plugging my iphone into a mac. Itunes on the mac recognised my phone and I was able to reset to factory settings and update to the latest software. Today I plugged my phone into my own pc and was able to restore everything that was previously on my phone, all the apps and even the pictures that I thought were gone forever. So that was good but not everyone has access to a mac so this is still an annoying problem for anyone on windows.

     

    So itunes on my own pc is now recognising my phone again but I still can't open my phone on my computer, like a normal usb storage device. I used to do this to save my pictures on my computer. Before restoring my phone, and now that is restored, I tried to re-install the drivers to enable my computer to 'see' my phone but this hasn't worked. I think the file is called usbaap164?

     

    Under portable devices in device manager the apple iphone icon has a yellow exclamation mark next to it but if I search for drivers it says: Windows has determined that the driver software for your device is up to date and the best driver software for your device is already installed.

     

    Why is my phone not recognised by my pc when this message says it already has the best driver?

     

    If I try to install file usbaap164 it says: The folder you specified doesn't contain a driver compatible for your device.

     

    Is there a different driver file to try? Any help on this would be really great. It is very annoying not being able to open my phone on my pc. I thought the software update would repair this but it hasn't. I have the latest itunes.

     

    Is there another way to copy my photos onto my pc?

     

    Also, when I open itunes it gives the error message: itunes wasn't properly installed. If you wish to import or burn CDs you need to re-install itunes.

     

    This is strange since I recently uninstalled and re-installed itunes and this error message still comes up and also bcos I can play CDs and DVDs from this drive. Another forum on this topic referred to GEAR drivers and pointed to this apple support page: http://support.apple.com/kb/TS2308. However this page suggests downloading GEAR drivers from this webpage http://www.gearsoftware.com/support/drivers.php. I am not comfortable with randomly downloading stuff from unknown pages.

     

    Any advice on these two topics would be much appreciated!

     

    Thanks Matt M!

  • by matt00,

    matt00 Apr 25, 2014 1:40 PM in response to bron_cross
    Level 5 (4,015 points)
    Apr 25, 2014 1:40 PM in response to bron_cross

    Hey bron_cross,

     

     

    Thanks for the question. It sounds like you are following the steps outlined below. If you are receiving an error message, what happens when you search the alternate folder for the usbaapl file? (I have highlighted this part in bold.):

     

    For Windows Vista, Windows 7, or Windows 8

     

    1. Right-click the parent USB Composite Device entry and choose Update Driver Software from the shortcut menu.

     

    2. Click "Browse my computer for driver software".

     

    3. Click "Let me pick from a list of device drivers on my computer".

     

    4. Click the Have Disk button. In the "Install from Disk" dialog, click the Browse button.

     

    5. Use this window to navigate to the following folder:

    C:\Program Files\Common Files\Apple\Mobile Device Support\Drivers.

     

    6. Double-click the "usbaapl" file. (This file will be called "usbaapl64" if you have a 64-bit version of Windows. If you don't see "usbaapl64" here, or if there is no Drivers folder, look in C:\Program Files (x86)\Common Files\Apple\Mobile Device Support\Drivers. instead).

     

    7. Click OK in the "Install from Disk" dialog.

     

    8. Click Next and finish the driver-installation steps. Open iTunes to verify that the device is recognized properly, and continue restoring your device.

     

    In any case, if your issue persists or you are still unable to resolve it, you may find more information by using another one of Apple's support channels - https://getsupport.apple.com/

     

     

    Thanks,

     

    Matt M.

  • by bron_cross,

    bron_cross bron_cross Apr 25, 2014 2:11 PM in response to matt00
    Level 1 (0 points)
    Apr 25, 2014 2:11 PM in response to matt00

    Hey matt00,

     

    I have indeed been following those steps. When I search for the alternate usbaap1 folder in bold as you suggested, there is no drivers file in mobile device support in C:/program files(x86). 

     

    Any other suggestions? I can't understand why this is so hard to resolve...

     

    Thanks for your help anyway. I will investigate https://getsupport.apple.com.

     

    Thanks, bron_cross