Apple Mobile Device Support won't install in Windows 10

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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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Answer 1

Top-ranking reply

sevenpim

Level 1

0 points

Oct 6, 2015 4:52 PM in response to turingtest2

Hey Guys – I got the 12.3 install to work.

First I performed the steps to uninstall iTunes as per Apple.

TT2 mentioned the registry cleaner so I started to poke around in my registry. I found the following key….

HKEY_LOCAL_MACHINE\SOFTWARE\Apple Inc.\Apple Mobile Device Support

I deleted this key along with everything that was underneath it.

I searched the registry for other references to “C:\Program Files\Common Files\Apple\Mobile Device Support”. I did find a few but I’ve left them there for now.

I re-ran the 12.3 install and the Mobile Device Support installed properly along with everything else.
I’ve only been using it for a little bit but it seems ok. I will update you if something goes wrong.

In hindsight after the very first attempt to install 12.3 there were hints that the uninstall for the Apple Mobile Device Support wasn’t
complete. For example the Apple Mobile Device Service was still listed under services. While the files were gone the entry in the registry was still there (I deleted that in my original troubleshooting).

If there are any other remnants of a bad uninstall left in my registry I hope they will remain inert.

Thanks for all your help!

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Answer 2

turingtest2

Level 10

278,061 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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Answer 3

Mccgsm

Level 1

9 points

Jun 28, 2016 6:53 PM in response to Wolfmannm

I won't describe the hours of frustration I had trying to resolve this, following much of the guidance in this cavalcade of replies--all to no avail. Infuriating, as the problem with mobile device support just cropped up, about a month after wretched Windows X was installed on my laptop. Then I got a wild hair today, found this site, executed the two commands and even though not all files were automatically repaired...my dang IPhone now connects to I Tunes. Simply put, Windows X was corrupted (and likely immoral, deranged, degraded, and disgusting) and these handy auto-fixes fixed it.http://www.howtogeek.com/222532/how-to-repair-corrupted-windows-system-files-wit h-the-sfc-and-dism-commands/

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Answer 4

Wolfmannm Author

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4 points

Aug 10, 2016 10:43 PM in response to Wolfmannm

So after months of searching I found that the error was not iTunes, but rather a problem with Windows 10. Somehow my USB driver database was corrupted when I upgraded from Windows 8 to 10. The corruption would not allow any new USB devices to be connected to my system. There is also no way to rebuild, restore, or repair this database using any known method of Windows repair. I only realized this after months of research and realizing that all USB devices that were not connected to my system at the time of the upgrade did not register on my PC. USB drives, new peripherals, Windows could not find drivers for them even if it detected a device was connected. In the end the only solution to my problem was to wipe my hard drive and reinstall Windows.

Moral of the story, if the advice given here by the experts doesn't work, find out if your driver database is corrupted, if so I recommend you have your files backed up by what ever means you can and prepare for the long process of restoring your system from the ground up. That being said, do not use a system backup as a restoration, since it is likely your backups have the corrupted database as well. If you know exactly when the problem started and have a backup prior to that point it might be okay, but if not you'll be back where you started.

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Answer 5

turingtest2

Level 10

278,061 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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Answer 6

Oct 23, 2015 4:05 PM in response to turingtest2

The answer to this problem, at least for me, can be found here:

http://www.redmars.com.au/blog/itsupport/327

My Apple Mobile Device Support install log highlighted the missing folder and file:

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.)

It's clear the problem has been around for a long time.

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Answer 7

turingtest2

Level 10

278,061 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:

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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Answer 8

turingtest2

Level 10

278,061 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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Answer 9

turingtest2

Level 10

278,061 points

Sep 30, 2015 6:06 PM in response to Wolfmannm

Stop! One copy of the log is enough! I think we're up to three now but it is hard to tell with the scrolling. It has gone 2 am here, too late for me to give it proper attention. I'll take a look in the morning and come back to you with my thoughts when I can.

tt2

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Answer 10

sevenpim

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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Answer 11

Wolfmannm Author

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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Answer 12

turingtest2

Level 10

278,061 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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Answer 13

Wolfmannm Author

Level 1

4 points

Oct 22, 2015 12:38 AM in response to turingtest2

It looks like I'm just going to have to bite the bullet and uninstall/reinstall iTunes. Is there any way to backup my settings and files and playlists as they currently are in iTunes. As I said before, it's not the library itself that I'm concerned about, it's whats in iTunes. The files are safely backed up, but I'm using mp3 files ripped from my CDs. My music files aren't too bad, since they won't change where they are in iTunes, I'd just have to recreate my playlists if I can't back them up. My concern is my audiobooks since they can contain hundreds of files for a single book, and iTunes refuses to recognize them as books once they are deleted. It takes hours or even days for me to get it all straightened out. I've done it a few times before and it always *****. I have to go through my entire library and find each individual book, right-click and change all of the properties manually to move it to audiobooks, it's close to 3000 music and book titles.

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Answer 14

turingtest2

Level 10

278,061 points

Oct 22, 2015 1:19 AM in response to Wolfmannm

As given, library and device backups should be unaffected by the uninstallation and reinstallation steps, nevertheless you should maintain a backup of your library (database and media files). There is also recovery advice for the rare occasions when an upgrade fails to update the library properly and you have no backup of the database.

tt2

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Answer 15

Zenifit

Level 1

8 points

Apr 11, 2016 7:02 AM in response to turingtest2

Thank you for the various options! Managed to search under "install missing components" after spending hours reinstalling iTunes and searching the internet for a solution.

My computer is brand new and I had not experienced this issue until last week. After installing, the iTunes 12.3.3.17 for Windows (64-bit - for older video cards), the Apple Mobile Device appeared under my Device Manager and iTunes finally detected my iPhone 6.

Thanks for the help again!

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