iPod Nano is UNRECOGNIZED in iTunes

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iPod Nano is UNRECOGNIZED in iTunes

Trying to sync iPod Nano. Restarted the iPod. Restarted the Windows 10 PC (all updates applied). Reset all thE settings in the Nano to default. Uninstalled and reinstalled iTunes. NONE of the above has caused the Nano to become recognizable on the PC. NO device icon exists in the iTunes PC application. No icon can be found that allows the Nano to "Trust" this PC.

All self help has failed. I see nowhere to obtain any sort of support to fix the several issues mentioned here. I sort of expected better from a company like Apple.

Request Apple representative email instructions to me to resolve this issue.

iPod nano, Serial# C7RJNECDF0GP

Posted on Jan 9, 2016 7:24 PM

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Answer 1

Jan 9, 2016 10:32 PM in response to JB7091

This is an Apple user discussion forum. If you want help from an Apple Customer Support employee, you need to go to through the official customer support, starting here

https://www.apple.com/support/contact/ -OR- https://www.apple.com/contact/

But HERE is a good place to ask questions... When you connect it, watch the iPod's screen. Does the screen acknowledge being connected (says something like "Connected" or "Do not disconnect")? Or does it just show the battery charging indicator? Or no reaction at all?

That "Trust This Computer" document is for iOS devices only, so it does not apply to iPod nano.

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Answer 2

JB7091 Author

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Jan 12, 2016 3:04 PM in response to Kenichi Watanabe

At first, the computer shows the Nano as connected, with a a name, storage size, etc. Then after about 15 seconds or less, it just disappears. At that point there is no icon in iTunes to sync my music files. I don't think it was always like this. I have an appointment at an Apple Store locally this coming Saturday and will let them tell me what to do, I suppose.

Thanks for the help though.

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Answer 3

Jan 12, 2016 5:06 PM in response to JB7091

During the "15 seconds or less," if possible, try to do the following. Select the iPod in iTunes (click its device button), so that you see the its settings screen in iTunes. On the Summary settings screen, there is a setting for Enable disk use. If that checkbox is not currently checked, checkmark it an click Apply.

Some more recent computers (if you use a Windows PC) minimize power to USB port (as an "energy saver" feature) when the connected storage device is not mounted by the system. 15 seconds is about how long it takes iTunes to do the initial sync when connecting the iPod, then the iPod's disk is unmounted. That may be why the iPod disappears. If disk use is enabled, iTunes keeps the disk mounted after syncing is done, so the USB port keeps getting full power and the iPod remains connected. NOTE: When disk use is enabled, you need to Eject the iPod in iTunes before physically disconnecting it.

If that does not help (or Enable disk use is already checked), there may be other reasons for what you describe. Please post back.

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Answer 4

JB7091 Author

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Jan 22, 2016 3:22 AM in response to Kenichi Watanabe

Just an update. This problem has now been elevated past the senior technical support level to the engineering level at Apple. Engineers and managers there work on structural issues and compatibility between Microsoft and Apple.

The issue is this: When iTunes is installed on a Windows machine, there are actually about 4 separate programs installed on the Windows registry (Control Panel / Programs and Features). One of those programs has simply refused all attempts to install itself on my Windows 10 PC. It is the "Apple Mobile Support" program. The senior level technician spent approximately 4 hours total time (3 different sessions) on the phone including several remote support sessions where he was watching and coaching me through all sorts of program uninstall and reinstall, and specific driver installs. He even installed a specific program to force that one Apple program to install itself, and it also failed - twice. All attempts failed to get "Apple Mobile Support" installed.

Finally, he/we installed a WinRar program (??) used the command prompt to run and gather 6 different log reports from each Apple install component, compressed them, and sent them off to Apple. He has never seen anything quite like this before and elevated it to their engineering staff, as stated earlier. When his next shift is on (next week), or after engineering has responded, he will circle back to me with what is going on.

Praise: Even though this has, so far, been a very frustrating experience over a tiny electronic device, I am most impressed with the level of concern and expertise and persistence this guy (and Apple) has shown, in their effort to resolve this issue. Hats off to Apple support for their tenacity to keep even one customer happy. To have the very same senior support guy all the way through this process is exemplary! None of the old "repeating the same problem to 2 or 3 different people" frustration whatsoever. Support like this is quite rare - possibly unique - in my experience. Even though not fixed yet - huge KUDOS to Apple support.

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Answer 5

Jan 22, 2016 3:52 AM in response to JB7091

Thanks for the updated info. Please come back when you have the final resolution.

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