windows 7 pc won't recognize iphone 6

Question

Level 1

12 points

windows 7 pc won't recognize iphone 6

I just got a new iphone 6, and am trying to sync it up with my PC using itunes via USB cable, but the PC doesn't seem to recognize the iPhone's existence. When I plug in the phone to the USB cable I think I should get an alert on the phone "Trust this computer?", but that does not pop up. Also, I expect to see a new filesystem show up on the PC, but nothing is there. Finally, when I run iTunes, the device does not show up.

Tried different USB cables, same results. Plugged iPhone into a mac with the same cable, and I get the "Trust this computer?" alert on the phone.

Used to work with this same PC with previous iPhone 6.

Details: PC running "Windows 7 Enterprise", iTunes 12.3.1.23 64 bit, iPhone 6 running iOS 9.1.

Following some other tips I found on the web, I tried checking the status of the driver.

I see this:

When I click "Update Driver" I get this:

Any suggestions?

Thanks,

Duncan

p.s. The only reason I'm doing this is I need to try to get my contacts synced from Outlook into the new phone. Also, I'd like to backup the phone to iTunes so if it dies I can restore it. I do NOT want to use iCloud.

iPhone 6, iOS 9.1

Posted on Oct 29, 2015 9:41 PM

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Answer 1

jeremy_v

Community Specialist

Nov 2, 2015 1:18 PM in response to clymbon

Hi Duncan,

Thank you for contributing to the Apple Support Communities.

It looks like your iPhone isn't recognized in Windows 7 and you've narrowed it down to the Apple Mobile Device Driver.

First try the steps in the section of iPhone, iPad, or iPod not recognized in iTunes for Windows called "Verify that the Apple Mobile Device USB Driver is installed - Windows Vista, Windows 7, and Windows 8." This section walks you through reinstalling the driver.

If those steps don't solve it, next try Remove and reinstall iTunes and related software components for Windows Vista, Windows 7, or Windows 8.

Safe Computing.

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Answer 2

clymbon Author

Level 1

12 points

Nov 2, 2015 1:22 PM in response to jeremy_v

Thanks Jeremy. Those were helpful links, except in the end they didn't really help. :-)

No matter what I do, in the end I always get back to the following error message:

I suppose I could try to search the Windows logs and see if there is any more detail on what the error is.

Any further suggestions?

Thanks,

Duncan

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Answer 3

Brett L

Community Specialist

Nov 3, 2015 6:20 AM in response to clymbon

Hey Duncan,

Thanks for your reply.

If you're seeing the same symptom after going through the steps to reinstall the Apple Mobile Device driver and iTunes (plus all its related components), try the troubleshooting method in If you can't install or update iTunes for Windows.

Searching the Windows logs may give some additional clues, like if security software is a factor. For help with the Windows side of things, I recommend a search of the Microsoft Support website.

Best Regards.

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