User profile for user: Wolfmannm
Wolfmannm Author
User level: Level 1
4 points

Apple Mobile Device Support won't install in Windows 10

I just got iTunes 12.3 installed correctly on my system, finally, 12.2 does not like Windows 10, but now Apple Mobile Device Support will not start. It also will not repair, will not change, and will not install or uninstall. All I get are "an error occurred...." or "fatal error..." the ... meaning there is no relevant information in the rest of it, so please don't ask what error code I am getting, there isn't one. The first occurs when trying to manually install AMDS from the iTunes installer package, the latter when using Windows "Uninstall or change a program". I was trying to install 12.2 until today, and found out 12.3 had been released. 12.2 would not install at all for the same reason. The current version of AMDS on my system is 8.0.5.6, which was installed in January, and I assume is not the most recent version. I have a 160 Gb iPod Classic, nearly full of music and audiobooks, so removing all iTunes, or Apple components is not an option. It would take me days to recreate my library, since iTunes does not remember when an .MP3 file has been set to Audiobook, and my library is created from other hard drives, not the iTunes library. I need a fix that will allow me to just uninstall or repair AMDS, not everything else. Please help. I'm sure there are other users out there like me, with the same problem who don't want to completely start from scratch either.

Windows 10

Posted on Sep 29, 2015 1:34 AM

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User profile for user: turingtest2
turingtest2
User level: Level 10
276,725 points

Posted on Sep 29, 2015 1:37 PM

For general advice see Troubleshooting issues with iTunes for Windows updates.


The steps in the second box are a guide to removing everything related to iTunes and then rebuilding it which is often a good starting point unless the symptoms indicate a more specific approach.


Review the other boxes and the list of support documents further down the page in case one of them applies.


The further information area has direct links to the current and recent builds in case you have problems downloading, need to revert to an older version or want to try the iTunes for Windows (64-bit - for older video cards) release as a workaround for installation or performance issues, or compatibility with QuickTime or third party software.




Your library and device backups should be unaffected by these steps but there are links to backup and recovery advice should it be needed.




If the issue persists and you have a 64-bit system try the for older video cards version which is a 64-bit installer for mostly 32-bit code, similar to all 64-bit versions of iTunes up to 12.1.



If you've tried the above without success then see the method in Install missing components. What component fails to install, and what error message does it give? See this post for steps to produce detailed logs of the installation which may reveal why iTunes won't install. Look for keywords such as failed or error.


You can use the same technique to extract the .msi file for the version of AMDS is that is/was currently installed so that you can repair/remove it.


tt2

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User profile for user: turingtest2
turingtest2
User level: Level 10
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Sep 29, 2015 1:37 PM in response to Wolfmannm

For general advice see Troubleshooting issues with iTunes for Windows updates.


The steps in the second box are a guide to removing everything related to iTunes and then rebuilding it which is often a good starting point unless the symptoms indicate a more specific approach.


Review the other boxes and the list of support documents further down the page in case one of them applies.


The further information area has direct links to the current and recent builds in case you have problems downloading, need to revert to an older version or want to try the iTunes for Windows (64-bit - for older video cards) release as a workaround for installation or performance issues, or compatibility with QuickTime or third party software.




Your library and device backups should be unaffected by these steps but there are links to backup and recovery advice should it be needed.




If the issue persists and you have a 64-bit system try the for older video cards version which is a 64-bit installer for mostly 32-bit code, similar to all 64-bit versions of iTunes up to 12.1.



If you've tried the above without success then see the method in Install missing components. What component fails to install, and what error message does it give? See this post for steps to produce detailed logs of the installation which may reveal why iTunes won't install. Look for keywords such as failed or error.


You can use the same technique to extract the .msi file for the version of AMDS is that is/was currently installed so that you can repair/remove it.


tt2

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User profile for user: Wolfmannm
Wolfmannm Author
User level: Level 1
4 points

Sep 30, 2015 5:58 PM in response to turingtest2

AMDS finally uninstalled, but reinstalling still give me this error. I tried extracting it and got a log file but I'm not sure what the errors mean. I tried to copy the log here, but it when I hit reply it just sits and won't submit, I'm guessing that its too much text. Here are all sections with error in them, not sure what is relevant.


MSI (s) (00:A8) [16:20:21:443]: The System Restore service is disabled. Returned status: 1058. GetLastError() returned: 1058


GetLastError = 00000000


CustomAction CheckAMDServiceRunning64 returned actual error code 1154 but will be translated to success due to continue marking


TerminateProcessName could not terminate "ATH". GetLastError()= 18L

TerminateProcessNameAction exiting. ==> 0L

Stopping process AppleMobileBackup.exe.

TerminateProcessNameAction entered.

TerminateProcessName could not terminate "AppleMobileBackup". GetLastError()= 18L

TerminateProcessNameAction exiting. ==> 0L

Stopping process AppleMobileDeviceHelper.exe.

TerminateProcessNameAction entered.

TerminateProcessName could not terminate "AppleMobileDeviceHelper". GetLastError()= 18L

TerminateProcessNameAction exiting. ==> 0L

Stopping process AppleMobileSync.exe.

TerminateProcessNameAction entered.

TerminateProcessName could not terminate "AppleMobileSync". GetLastError()= 18L

TerminateProcessNameAction exiting. ==> 0L

Stopping process AppleSyncMapiInterfaceHelper.exe.

TerminateProcessNameAction entered.

TerminateProcessName could not terminate "AppleSyncMapiInterfaceHelper". GetLastError()= 18L

TerminateProcessNameAction exiting. ==> 0L

Stopping process AppleSyncMapiInterfaceHelper_x64.exe.

TerminateProcessNameAction entered.

TerminateProcessName could not terminate "AppleSyncMapiInterfaceHelper_x64". GetLastError()= 18L

TerminateProcessNameAction exiting. ==> 0L

Stopping process MDCrashReportTool.exe.

TerminateProcessNameAction entered.

TerminateProcessName could not terminate "MDCrashReportTool". GetLastError()= 18L

TerminateProcessNameAction exiting. ==> 0L

Stopping process Mingler.exe.

TerminateProcessNameAction entered.

TerminateProcessName could not terminate "Mingler". GetLastError()= 18L

TerminateProcessNameAction exiting. ==> 0L

Stopping process SyncDiagnostics.exe.

TerminateProcessNameAction entered.

TerminateProcessName could not terminate "SyncDiagnostics". GetLastError()= 18L

TerminateProcessNameAction exiting. ==> 0L

Stopping process SyncPlanObserver.exe.

TerminateProcessNameAction entered.

TerminateProcessName could not terminate "SyncPlanObserver". GetLastError()= 18L

TerminateProcessNameAction exiting. ==> 0L

Stopping process SyncServer.exe.

TerminateProcessNameAction entered.

TerminateProcessName could not terminate "SyncServer". GetLastError()= 18L

TerminateProcessNameAction exiting. ==> 0L

Stopping process SyncUIHandler.exe.

TerminateProcessNameAction entered.

TerminateProcessName could not terminate "SyncUIHandler". GetLastError()= 18L

TerminateProcessNameAction exiting. ==> 0L

Stopping process com.apple.IE.client.exe.

TerminateProcessNameAction entered.

TerminateProcessName could not terminate "com". GetLastError()= 18L

TerminateProcessNameAction exiting. ==> 0L

Stopping process com.apple.Outlook.client.exe.

TerminateProcessNameAction entered.

TerminateProcessName could not terminate "com". GetLastError()= 18L

TerminateProcessNameAction exiting. ==> 0L

Stopping process com.apple.Safari.client.exe.

TerminateProcessNameAction entered.

TerminateProcessName could not terminate "com". GetLastError()= 18L

TerminateProcessNameAction exiting. ==> 0L

Stopping process com.apple.WindowsContacts.client.exe.

TerminateProcessNameAction entered.

TerminateProcessName could not terminate "com". GetLastError()= 18L

TerminateProcessNameAction exiting. ==> 0L

Stopping process com.apple.WindowsMail.client.exe.

TerminateProcessNameAction entered.

TerminateProcessName could not terminate "com". GetLastError()= 18L

TerminateProcessNameAction exiting. ==> 0L

Stopping process com.google.ContactSync.client.exe.

TerminateProcessNameAction entered.

TerminateProcessName could not terminate "com". GetLastError()= 18L

TerminateProcessNameAction exiting. ==> 0L

Stopping process syncli.exe.

TerminateProcessNameAction entered.

TerminateProcessName could not terminate "syncli". GetLastError()= 18L

TerminateProcessNameAction exiting. ==> 0L

Stopping process upgradedb.exe.

TerminateProcessNameAction entered.

TerminateProcessName could not terminate "upgradedb". GetLastError()= 18L

TerminateProcessNameAction exiting. ==> 0L

Stopping process iTunesHelper.exe.

TerminateProcessNameAction entered.

TerminateProcessName could not terminate "iTunesHelper". GetLastError()= 18L

TerminateProcessNameAction exiting. ==> 0L

TerminateProcessTableAction exiting. ==> 0L

Action ended 16:20:25: TerminateProcesses. Return value 1.

MSI (s) (00:A8) [16:20:25:052]: Doing action: InstallValidate

Action 16:20:25: InstallValidate. Validating install


MSI (s) (00:A8) [16:20:25:167]: The System Restore service is disabled. Returned status: 1058. GetLastError() returned: 1058


DIFXAPP: INFO: ENTER: DriverPackageInstallW

DIFXAPP: INFO: RETURN: DriverPackageInstallW (0x65B)

DIFXAPP: ERROR: encountered while installing driver package 'C:\Program Files\Common Files\Apple\Mobile Device Support\Drivers\usbaapl64.inf'

DIFXAPP: ERROR: InstallDriverPackages failed with error 0x65B

DIFXAPP: RETURN: InstallDriverPackages() 1627 (0x65B)

CustomAction MsiInstallDrivers returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)

Action ended 16:20:27: InstallFinalize. Return value 3.


DIFXAPP: INFO: This was the component where the install failure occurred. The rollback for this component must have already occurred at the time of failure. No need to rollback again

DIFXAPP: ERROR: Rollback failed with error 0x2

DIFXAPP: RETURN: RollbackInstall() 2 (0x2)

CustomAction MsiRollbackInstall returned actual error code 1603 but will be translated to success due to continue marking

Rollback: Copying new files


MSI (s) (00:A8) [16:20:27:929]: Error in rollback skipped. Return: 5

Property(S): ErrorDialog = SetupError

Action ended 16:20:27: ExecuteAction. Return value 3.

MSI (c) (60:78) [16:20:27:996]: Doing action: SetupCompleteError

Action 16:20:27: SetupCompleteError.

Action start 16:20:27: SetupCompleteError.

DEBUG: Error 2836: The control Back on the dialog SetupCompleteError can not take focus

The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2836. The arguments are: SetupCompleteError, Back,

Action 16:20:28: SetupCompleteError. Dialog created

Action ended 16:20:29: SetupCompleteError. Return value 2.

Action ended 16:20:29: INSTALL. Return value 3.

MSI (c) (60:78) [16:20:29:858]: Destroying RemoteAPI object.

Property(C): ErrorDialog = SetupError

MSI (c) (60:78) [16:20:29:884]: Product: Apple Mobile Device Support -- Installation failed.


MSI (c) (60:78) [16:20:29:885]: Windows Installer installed the product. Product Name: Apple Mobile Device Support. Product Version: 9.0.0.26. Product Language: 1033. Manufacturer: Apple Inc.. Installation success or error status: 1603.

User uploaded file

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User profile for user: turingtest2
turingtest2
User level: Level 10
276,725 points

Oct 1, 2015 4:09 PM in response to Wolfmannm

No worries, the forum software has its quirks. Sorry I didn't get back to this earlier but I've had a busier day than usual.


So far the section that stands out to me is:


Line 3652 onwards

DIFXAPP: INFO: ENTER: DriverPackageInstallW

DIFXAPP: INFO: RETURN: DriverPackageInstallW (0x65B)

DIFXAPP: ERROR: encountered while installing driver package 'C:\Program Files\Common Files\Apple\Mobile Device Support\Drivers\usbaapl64.inf'

DIFXAPP: ERROR: InstallDriverPackages failed with error 0x65B

DIFXAPP: RETURN: InstallDriverPackages() 1627 (0x65B)

CustomAction MsiInstallDrivers returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)


I suspect you might need to remove the previously registered driver before a new one can be installed. The method set out here might do the trick: https://msdn.microsoft.com/en-us/library/windows/hardware/ff557255(v=vs.85).aspx


tt2

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User profile for user: Wolfmannm
Wolfmannm Author
User level: Level 1
4 points

Oct 3, 2015 9:15 PM in response to turingtest2

That doesnt work because the directory it's pointing to does not exist. There is no C:\Program Files\Common Files\Apple\Mobile Device Support\Drivers\usbaapl64.inf on my system, and it does not exist on the other drive I use to install to either. Also apparently in Windows 10 "InstallHinfSection" isn't there either, it is not a recognized command.

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User profile for user: turingtest2
turingtest2
User level: Level 10
276,725 points

Oct 4, 2015 2:20 AM in response to Wolfmannm

OK, no idea why the installer hasn't unpacked those files for you. Have you disabled UAC and any anti-virus software before attempting the install? I've uploaded a copy of the Drivers folder from my 12.3.0.44 install as a zip file. Make the folder C:\Program Files\Common Files\Apple\Mobile Device Support\Drivers and put the four files from the zip file into it, then try to install AMDS again.


tt2

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User profile for user: sevenpim
sevenpim
User level: Level 1
0 points

Oct 6, 2015 12:35 PM in response to turingtest2

Hey Guys - been following this thread and many others written by turingtest2. I was having similar issues and eventually got the usbaapl64 installed and working (big thanks!). However the very next step of the install (netaapl64) appears to fail..



DIFXAPP: INFO: Installing INF file 'C:\Program Files\Common Files\Apple\Mobile Device Support\NetDrivers\netaapl64.inf' (Plug and Play).

DIFXAPP: INFO: Could not open file C:\Windows\System32\DriverStore\FileRepository\netaapl64.inf_amd64_56f23639c961 7984\netaapl64.inf. (Error code 0x3: The system cannot find the path specified.)

DIFXAPP: ERROR: PnP Install failed. (Error code 0x3EE: The volume for a file has been externally altered so that the opened file is no longer valid.)

DIFXAPP: INFO: Attempting to rollback ...

DIFXAPP: INFO: No devices to rollback


Let me know if this helps narrow in on any potential cause. I'm running out of things to try.

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User profile for user: turingtest2
turingtest2
User level: Level 10
276,725 points

Oct 6, 2015 1:09 PM in response to sevenpim

I cannot find a matching folder to the one you mention but I have:

C:\Windows\System32\DriverStore\FileRepository\netaapl64.inf_amd64_neutral_56f23 639c9617984

which looks close apart from the _neutral


If you unpack the AppleMobileDeviceSupport64.msi file you can find most of the files that live in it:

User uploaded file

but I couldn't find the .PNF. Perhaps the installer or Windows creates that in some other fashion?


It may be that if you create the appropriate folder and put the files in it the installer can proceed, however I'm only guessing at this stage.


Are you running AV at this point?


tt2

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User profile for user: Wolfmannm
Wolfmannm Author
User level: Level 1
4 points

Oct 6, 2015 1:16 PM in response to turingtest2

I had the UAC and virus protection off, I tried with the drivers you games me, I tried installing from the .inf in the drivers you gave me, nothing changed. The log says it could not install the drivers and using the .inf still gives me the registry corrupt error. Is it referring to the Windows registry?

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User profile for user: turingtest2
turingtest2
User level: Level 10
276,725 points

Oct 6, 2015 1:29 PM in response to Wolfmannm

Wolfmannm wrote:

Is it referring to the Windows registry?


Undoubtedly, but without knowing which key it wants to write to I can't think of a solution. Reluctant as I am to suggest it perhaps this is one occasion where some sort of registry repair/cleaner might be useful.


tt2

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User profile for user: sevenpim
sevenpim
User level: Level 1
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Oct 6, 2015 3:52 PM in response to turingtest2

Wolfmann - I apologize because I have tried so many different things at this point I'm not 100% certain what exact steps got the usbaapl64
"properly" installed.


I ran the 12.3 install and it said everything was great. However itunes didn’t recognize my apple devices when I plugged them in. That
lead me to start poking around the device manager.


When I plugged my ipad into my PC I would open device manager and under Universal Serial Bus Controller it would appear with an exclamation
mark. I tried several different things to get rid of that exclamation mark but even if it disappeared under properties it would still say there was
an error. I then read a post about rebooting windows with "disable driver signature enforcement". This seemed to help. Once I did that all
looked well in device manager under Universal Serial Bus Controller. However I can’t remember if I manually installed the driver that tt2 provided or if running the install for Mobile Device Support did it with tt2’s files in their proper place. I know I also tried manually removing the
drivers to make sure they were gone before installing the new ones,


Ironically I just re-looked in device manager and now I see my ipad is only appearing under Portable Devices with a Microsoft driver but not under USB controllers – so I’m not sure when that changed.


When you plug your apple device into the usb slot what does device manager say?


At this point I don’t know where I am at. I have two windows 8.1 machines. 12.3 installed fine on one but not on the other. I need to fully purge my PC of all things apple and start over again. The normal uninstall steps aren’t enough.

Tt2- Really? – you don’t have 'C:\Program Files\Common Files\Apple\Mobile Device Support\NetDrivers\’ ?


It is on my PC that has 12.3 properly installed. What I’m missing is what you’ve shown in your picture – I’ve tried a bunch of things to get the netaapl64 installed manually but no luck so far.

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User profile for user: turingtest2
turingtest2
User level: Level 10
276,725 points

Oct 6, 2015 4:11 PM in response to sevenpim

sevenpim wrote:

Tt2- Really? – you don’t have 'C:\Program Files\Common Files\Apple\Mobile Device Support\NetDrivers\’ ?


It is on my PC that has 12.3 properly installed. What I’m missing is what you’ve shown in your picture – I’ve tried a bunch of things to get the netaapl64 installed manually but no luck so far.


Yes, I have that, I don't have the folder named exactly as in your error log. Mine as shown has the extra text _neutral in the path.


tt2

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Apple Mobile Device Support won't install in Windows 10

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