itunes 11.4 crashes when syncing apps to ipad / iphone

If you want Apple to fix this, contact them. The more people that complain about it, the more likely they are to fix it.

Where ? E-mail ??

This is for phone support, the only real way to get in contact with someone.

https://www.apple.com/support/itunes/contact/

You can leave feedback here, it will be read, but you won't get a response.

https://www.apple.com/feedback/itunesapp.html

You could try one of these email addresses, I'm not sure that it will be read though.

support@apple.com

<Email Edited by Host>

I spent a total of about 3 hours on the phone with a Level 3 support engineer (from Apple) on this problem. He was totally useless after the initial "let's uninstall and then reinstall iTunes" and a few other rudimentary things. Supposedly, he spoke with the development engineers, but got nowhere. I think the only way we're ALL going to get through this (because there seems to be slight mutations of the same main problem) is for Apple to come out with a fix in iTunes 11.5 or 12.0. I'm just plain ****** OFF that I'm not able to use iTunes 11.3 with my iPhone 6. That would solve the problem.

I just did 45 mins screen share on a chat window. Hopeless.

First it's uninstall (which I already did. Then it must be my Spybot, disable it. The she was blaming Norton and asked me to completely uninstall it and restart. It hasn't made one jot of difference

Now chatting with Calvin,

JustinThanks for contacting iOS. Please give me a moment to look over your information.

JustinHi Steven! My name is JC! How are you on this glorious day!?

JustinAre you still there?

Me:yes

JustinAwesome! I see you chatted in before and had to restart your computer! Whats the issue you are having?

Me:Itunes crash syncing apps

JustinItunes crashes and closes while syncing your apps?

JustinAm I correct?

Me:yes

Justin Ok no worries! Im sorry this is happening to you! I have 4 daughters and tons of apple devices and have had a similar issue as well and assure that I will do all I can to help! I see you have spoken to a few of our advisors on this and at this point Id like to consult my resources for you is that ok Steven?

Me:OK. Uninstall Norton made no difference

Me:https://discussions.apple.com/thread/6528204

JustinOk thanks for that I will be back

JustinOk thanks for your patience! I have my senior advisor on the line named Calvin! Im going to transfer you to him are you ready?

JustinAre you still there?

Me:yes

JustinTake care!

You are now being connected to another Advisor. Please standby.

CalvinThanks for contacting iOS. My name is Calvin. Please give me a moment to look over your information.

CalvinNow chatting with Calvin, case # 678149547

Me:ok

CalvinHello Steven, my understanding is that iTunes is crashing when you sync apps, is that correct?

Me:yes

Me:I have spent all day on this

CalvinSorry to hear that you are experience that. I can see how that can frustrating given the amount of time spent on the issue.

Me:Tommorow i will spend all day reporting it to the press if i don't get it sorted.

CalvinNow I can certainly help you trouble shoot. However if the issue is not resolved, I will need to refer you to phone support in your country for an engineering ticket to be open for further investigation or you can contact them now and work on the issue with them. So that if its not resolved, they are already familiar with the issue that you are having and continue to work with you on the ticket.

Me:Everything on my computer works perfectly

Me:Only itunes fails

Me:Do you have a link for the old version of itunes?

CalvinYes I understand that, so my question to you is would you prefer to handle this with just one agent or do you wish to start with me and maybe have to continue with a 2nd person?

Me:I have no idea. This is the 4th or 5th

CalvinI would recommend you work with one person and call this issue in. If the issue is not resolved, you do not have to re explain yourself again to someone new. That would make things even more frustrating.

Me:Why not you?

CalvinOk, lets begin. However if a engineering ticket is needed, you will need to call it in, in the country that you are in.

CalvinAt this point, I could help you better if I could see what's on your display. We could use screen sharing for this. Screen sharing is completely secure and you can end the session at any time. Interested? This page explains how to set it up: Start Screen Sharing Session(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window) After you download the application, I'll be able to see your screen, but I can't access your files or control your computer. If there's anything that you don't want me to see on your screen, remove it from view before your session begins. Your session will be recorded for quality purposes.

Me:I did this an hour ago

Me:All i got was 'disable this' uninstall that

CalvinThat is part of trouble shooting. We need to eliminate certain possible factors. In fact that is very similar to what we will be doing. If the issue is not resolved. At a certain point, then we can gather logs and submit a ticket to our engineering team for further investigation. The response time on the ticket can be about 4-5 business day.

Me:Do you have a link for previous itunes?

CalvinNo, I do not. Even if you found it, it would not work since the .itl file was created with a new version of iTunes.

CalvinOk, before we begin. I already see that we will need to remove your norton and any other security programs that maybe a possible cause.

Me:I ALREADY REMOVED IT WITH THE LAST CHAT ASSISTANT

CalvinDisabling it will not work, as there will remain processes running in the background.

Me:Removed it, restarted computer

Me:it makes no difernce

Me:I am not removing it again

CalvinOk, then we may as well stop here. As I will not be able to continue.

Me:NO I REMOVED IT

CalvinI am sorry, has it or has it not been removed?

Me:It made absolutely no difference to the fault so I reinstalled it

Me:Norton is NOT the problem

Me:The same error occurred when the product was removed

Me:After a restart. The whole anti virus and firewall was removed from the machine

Me:iTunes still crashed with no anti virus or firewall on the machine

Me:this took place less than 20 minutes ago

CalvinI understand that. I do this for a living. However from a technical standpoint. When trouble shooting, we have to eliminate all possible causes. In the event that the issue still persist. Then when we gather log files and diagnostics it does not show up. If it shows up, the engineering team would have us gather new logs and diagnostic fils to re submit to them. Which will delay a response in trying to find you a permanent resolution. Without your cooperation, I will not be able to continue. Even though you have tested it without and it was still not working.

Me:This is affecting thousands of people

CalvinI will not be the agent to open the ticket for you, that will need to be done in the UK, if that is where you currently reside. As I will not be able to follow up with you if you were outside of the USA>

Me:What will happen? I will uninstall NORTON and the computer will need a restart - then you are gone

CalvinI am here only to do the trouble shooting.

CalvinIf its not resolved, then I can setup a call back for you or have you call in, then who you will be working with will submit the ticket.

CalvinWe should be able to continue the chat in screen sharing tools.

Me:It is midnight. i have been on here in the most recent session for one and a half hours

Me:We have got absolutely nowhere.

CalvinYes, because I had to address your concerns through out our chat.

Me:About six hours in total

Me:You are saying that Apple has NO IDEA about this issue?

Me:The global launch of the iPhone 6 and this is the result?

Me:It is outrageous that having spent one and half hours, you expect me to start all over again.

CalvinWhat I am saying is Apple has no idea if the issue are all the same, as the results may all be the same with iTunes crashing when syncing apps but the root cause maybe cause by multiple issues. Your specific cause is yet to be determined.

Me:I'm going to bed.

<Personal Information Edited by Host>

Let's be clear: if iTunes 11.4 crashes during an iOS device sync, and you use a file server to store your iTunes library, it is not a problem with your PC or setup. This is a bug in iTunes, introduced in 11.4.

iTunes Development needs to fix this bug. It's not something you can do. It's no use working with Support on this issue. Uninstalling or reinstalling anything is a waste of time and energy.

The workaround I have been using with my iPhone 6 Plus (which requires 11.4) and several iPod Touches is to fully update the apps on both iTunes and the device (App Store, Updates) before syncing. If you have any grayed-out application icons on your device, manually download them on your device from the App Store. If you have obsolete apps which you can't download from the App Store, you'll have to delete them.

If your iOS device's apps and your iTunes library's apps are not in sync, i.e. if your iOS device has a newer version of an app which is also in your iTunes library, or vice versa, you are vulnerable to the crash. Just download all updates and make sure all app icons are filled in.

I have to believe there's a new version of iTunes in development/QA to go with the product announcements this week (scheduled for October 16). It is likely that they have fixed this issue in the new version. I also suspect they are busy with development/QA of the new version and haven't had the bandwidth to release an interim version to address this particular issue. They are probably rolling all bug fixes and new features into the next version. If we weren't in the middle of a product announcement, it's very likely that Apple would have had an Tunes fix out by now.

Meanwhile, hang tight and watch for a new version of iTunes.

We will get relief.

I LOVE it!!! This is a few good lines away form internet fame. Kudos on the very appropriate sarcasm. That's basically what I experienced during my 2 hours of CALLS (support was no better).

Hi All,

Just to re-iterate from Page 1 (I think) previous versions of iTunes are available 32-bit http://www.filehippo.com/download_itunes_32/ or 64-bit http://www.filehippo.com/download_itunes_64/ and you need version 11.3 (NOT 11.3.1).

However this doesn't help if you have an iPhone 6 which requires 11.4 (or higher).

I didn't try mapping an UNC path to a Drive letter, I just copied my whole iTunes to a temporary (hopefully) local external HD, and all is fine. Then will sync it back to my NAS when (if??) we have 11.5.

Good luck!!

Beta OS has iTunes 12.0. If anyone has an iPhone6/6+ and Beta OS, they can test the two together. Caveat: Beta OS can be buggy.

I have had some success.

I moved my App Library to a mapped drive (away from a UNC path - but not on a NAS).

I installed 11.4 (only after I had my iPhone 6+ in my hand) and set the 6+ up as a new phone.

I synced all the apps I wanted onto the 6+ from iTunes (no crashes) and synced my music (only a 375 item playlist but it does include music videos and Movies). Synced Tones.

I then used AppTrans to copy the data across from Apps (on my old phone) that I needed to have the data from (CandyCrush at level 645 and some others where I had stored information like CardRui) and I am happy. My old 5S is still syncing as is my iPad 2 and my wife's 5S.

So I think the thing that solved my issues was using a mapped drive to get to the iTunes folder even though it is still in exactly the same spot and using exactly the same library file. I made this change in Edit | Preferences | Advanced after I had mapped the drive.

PS I now have an appointment to get my 6+ looked at by a genius as it is not flat (I think I got a bendy one). What a crock (arrived by courier yesterday).

All,

Here is how I got it all working. My current iTunes library is hosted on a network share i.e. a mapped drive. I created a brand new library on my network share e.g. X:\My Documents\My Music\iTunes2 by holding shift key down when starting iTunes, and manually dragged and dropped all my *.ipa files from my old library. I then added all my music via File - Add Folder to Library to my new library. Now all my iDevices sync all my apps perfectly.

Hope that helps

Another work-around that I found is that you don't have to copy your entire media library from NAS to local drive, only the App files (.ipa files).

This worked for me (when restoring an iphone 4 backup to a new iphone 6, itunes 11.4, W7 32, itunes folder on a NAS UNC path).

Thank you! Recreating my app folder structure from scratch on the new phone would have taken forever.

I have also had some success. It seems we are beginning to get a handle on the problem now.

In my case I used CopyTrans Apps to update every stalled app directly on the phone and pad and yes, you only need the .ipa files

I then did an "on device update" of every app that showed as needing it via wireless.

I was then able to perform a successful sync with Itunes (11.4) on both devices.

In the case of my Iphone 4 that was the first Itunes sync since 11.4 came out.

Itunes updates the apps and CopyTrans Apps shows the version number so it was easy to install the latest version of the apps.

The only problem I came across was 1 app showed as an update but when I tried it reported as no longer available.

I updated it this morning.

I offer this in case someone doesn't have the available drive space to make a copy of their apps directory.

I already hate to think of how much of my bandwidth Apple have wasted

II've been having the same problems since upgrading my 3rd generation iPad and iPhone 5 to IOS 8. I have

the same issue with my iPhone 6 Plus.

iTunes 11.4 worked normally with my IOS 7 devices. I synced normally just before upgrading to IOS 8.

I was hoping that iTunes 12.0.1 which just came out would resolve the issue. It did not.

I'm running on Windows Vista with my iTunes library stored on a Synology NAS.