RHarrisPhoto
Level 1 (8 points)
iPad

Q: iPad asks to connect to itunes, itunes won't recognise it. Help?

My ipad tried to update itself.

 

However it stalled at around 99% on the screen - I left it there for 2 days and it didn't budge.

 

So I restarted it, but now it's completely non-functional.

 

It tells me to connect to itunes, but itunes won't recognise it.

 

I have restarted by holding the power button and main button, but it brings the same loop, asking me to connect to itunes.

 

The computer seems to recognise the cable / that something is attached, but itunes doesn't see it.

 

SO I can't restore it. It's like a useless brick.

 

I use this for my small business so need to get it fixed and working.

 

It is an iPad 2. Worked perfectly for years. Never damaged. Always in case and cared for.

 

Would someone at an Apple store be able to resolve this quickly for me? Somehow?

iPad 2

Posted on May 25, 2016 9:49 AM

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RHarrisPhoto

Q: iPad asks to connect to itunes, itunes won't recognise it. Help?

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  • by ShagCA,

    ShagCA ShagCA May 25, 2016 9:53 AM in response to RHarrisPhoto
    Level 4 (2,091 points)
    iPad
    May 25, 2016 9:53 AM in response to RHarrisPhoto

    Did you upgrade iTunes to the latest version? If you haven't done that, download the latest iTunes and install it. Newer iOS may require newer iTunes. Here's the link: https://www.apple.com/itunes/download/

  • by RHarrisPhoto,

    RHarrisPhoto RHarrisPhoto May 25, 2016 12:02 PM in response to ShagCA
    Level 1 (8 points)
    iPad
    May 25, 2016 12:02 PM in response to ShagCA

    Unfortunately iTunes is running the latest version. Still doesn't recognise the iPad...

     

    It is listed as 12.1.2 via Win10 64bit.

  • by ChrisJ4203,

    ChrisJ4203 ChrisJ4203 May 25, 2016 12:04 PM in response to RHarrisPhoto
    Level 9 (58,092 points)
    iPhone
    May 25, 2016 12:04 PM in response to RHarrisPhoto

    See this support document to troubleshoot your device not being recognized by iTunes. If iTunes doesn't recognize your iPhone, iPad, or iPod - Apple Support

     

    You can also try a reset while the device is connected to the computer. Hold the sleep/wake and home buttons together while connected to the computer. iTunes should recognize a device in Recovery Mode. If it doesn't, then try the steps in the support document I linked for you.

  • by RHarrisPhoto,

    RHarrisPhoto RHarrisPhoto May 25, 2016 12:19 PM in response to ChrisJ4203
    Level 1 (8 points)
    iPad
    May 25, 2016 12:19 PM in response to ChrisJ4203

    Thank you for that.

     

    The reset whilst connected does not work unfortunately.

     

    I'm trying to follow the documentation but my problem doesn't seem to be listed.

     

    Device Manager > Other Devices Apple Mobile Device (Recovery Mode)

     

    "The drivers for this device are not installed. (Code 28)

     

    There are no compatible drivers for this device.

     

    To find a driver for this device, click Update Driver."

     

    I checked the file, it seems to be there. "usbaapl64"

     

    But the driver updater doesn't seem to "see" anything.

     

    "Windows could not find driver software for your device. If you know the manufacturer of your device, you can visit its website and check the support section for driver software".

     

    Is the driver different for "recovery mode" than the normal driver? IT is only listed as "recovery mode" at the moment.

  • by ChrisJ4203,

    ChrisJ4203 ChrisJ4203 May 25, 2016 12:23 PM in response to RHarrisPhoto
    Level 9 (58,092 points)
    iPhone
    May 25, 2016 12:23 PM in response to RHarrisPhoto

    No difference in drivers. See this tip from ASC user turingtest2.

     

    Try the following:

     

    1. Open Control Panel > Device Manager
    2. Plug in your device
    3. Locate Universal Serial Bus Controllers > Apple Mobile Device USB Driver.
      It is also possible the device may show under Imaging Devices, Portable Devices or Other Devices or as an MTB USB Device.
    4. Right-click and select Update Driver Software...
    5. Click Browse my computer for driver software
    6. Browse to C:\Program Files\Common Files\Apple\Mobile Device Support\Drivers or
                      C:\Program Files (x86)\Common Files\Apple\Mobile Device Support\Drivers
    7. Click Let me pick from a list of device drivers on my computer
    8. Click Apple Mobile Device USB Driver
    9. Click Next, then Close and exit Device Manager

    For step 3 above, open the device manager. Expand any of these sections that are listed.

    • Universal Serial Bus Controllers
    • Imaging Devices
    • Portable Devices
    • Other Devices

    Connect the device. You should hear the telltale sound of Windows device connection and one section should gain a new entry. That should be your device. It may not be labelled correctly at this stage.

     



     

    Or try iPhone, iPad, or iPod not recognized in iTunes for Windows - Apple Support

     

     

     

    Failing that try a full tear down and rebuild of iTunes as set out in Troubleshooting issues with iTunes for Windows updates.

  • by RHarrisPhoto,

    RHarrisPhoto RHarrisPhoto May 25, 2016 12:34 PM in response to ChrisJ4203
    Level 1 (8 points)
    iPad
    May 25, 2016 12:34 PM in response to ChrisJ4203

    My mistake, I was looking in the wrong area before

     

    Under Universal Serial Bus controllers

     

    Apple Mobile Device USB Driver

     

    I see no error signs, it registers as normal, as all other devices.

     

    Oh hang on! It is seeing it now, hurrah!

     

    100% do not know what resolved this. I was trying to re-install itunes (even though it was up to date) whilst also trying to update the driver. One of those things must have made it realise it was kicking up a fuss for no reason.

     

    Hmmm, it seems it won't even restore now.

     

    The iPad could not be restored. An unknown error occured, ERROR 3194.

     

    Doesn't sound good. What else can I do if it won't update OR restore it? :/

  • by ChrisJ4203,

    ChrisJ4203 ChrisJ4203 May 25, 2016 12:46 PM in response to RHarrisPhoto
    Level 9 (58,092 points)
    iPhone
    May 25, 2016 12:46 PM in response to RHarrisPhoto

    Okay, this support document deals with that error. If you see Error 3194, Error 17, or 'This device isn't eligible for the requested build' in iTunes - Apple Support

  • by RHarrisPhoto,

    RHarrisPhoto RHarrisPhoto May 25, 2016 12:49 PM in response to ChrisJ4203
    Level 1 (8 points)
    iPad
    May 25, 2016 12:49 PM in response to ChrisJ4203

    Thank you for all your help and prompt replies Chris, really appreciated!

     

    I'm currently trying to do the update from my girlfriends laptop, which seems to be "okay" with it so far. If the update fails, will go to hopefully restore it from it...

  • by ChrisJ4203,

    ChrisJ4203 ChrisJ4203 May 25, 2016 12:56 PM in response to RHarrisPhoto
    Level 9 (58,092 points)
    iPhone
    May 25, 2016 12:56 PM in response to RHarrisPhoto

    Glad to have helped.

  • by RHarrisPhoto,

    RHarrisPhoto RHarrisPhoto May 25, 2016 1:51 PM in response to ChrisJ4203
    Level 1 (8 points)
    iPad
    May 25, 2016 1:51 PM in response to ChrisJ4203

    I have a new problem... I'm not sure if I should add it to this topic?

     

    So I discovered there was an itunes 12.4 - this is what my girlfriends laptop runs and I think is related to why it could restore it properly.

     

    On my laptop if I clicked "check for updates" it would tell me it was the latest, despite there being a newer version out.

     

    So I downloaded the newer package (linked above).

     

    Wouldn't install over the top, kept giving me an error message.

     

    So I uninstalled the itunes on my laptop completely. Restarted.

     

    But now it won't install itunes at all!

     

    It brings me to this page, but this only seems to resolve the issue for those who have trouble UNinstalling it.

     

    If you see a “Windows installer package” error message when you try to uninstall iTunes from your PC - Apple Support

     

    Any ideas? I've never had software not allow me to install it before! I'd obviously like itunes on my laptop for restoring and basic handling of the ipad, along with all my media library.

  • by ShagCA,

    ShagCA ShagCA May 25, 2016 2:01 PM in response to RHarrisPhoto
    Level 4 (2,091 points)
    iPad
    May 25, 2016 2:01 PM in response to RHarrisPhoto

    RHarrisPhoto wrote:

     

    Unfortunately iTunes is running the latest version. Still doesn't recognise the iPad...

     

    It is listed as 12.1.2 via Win10 64bit.

    That is not the latest version. Do not rely on  iTunes "Check for Updates". It won't detect new updates (on Windows systems).

    Take a look at the following (Removing and reinstalling iTunes and other software components section):

    Troubleshooting issues with iTunes for Windows updates

     

    That link has everything you need to troubleshoot iTunes installation (thanks to the author turingtest2).

  • by elcpu,

    elcpu elcpu May 25, 2016 1:58 PM in response to RHarrisPhoto
    Level 6 (16,186 points)
    Photos for Mac
    May 25, 2016 1:58 PM in response to RHarrisPhoto

    Try following the steps here precisely and in this exact order. This should reinstall the latest version of iTunes 12.4 on a Windows 10 machine.

    Remove and reinstall iTunes and related software components for Windows 7 and later - Apple Support

  • by RHarrisPhoto,

    RHarrisPhoto RHarrisPhoto May 25, 2016 2:14 PM in response to elcpu
    Level 1 (8 points)
    iPad
    May 25, 2016 2:14 PM in response to elcpu

    I'm trying to follow this exact order, but again it stumbles. #1 is fine. #2 gives me an error message saying there is a problem with the installer package, just like before...

     

    Remove iTunes and its related components from the Control Panel

    Use the Control Panel to uninstall iTunes and related software components in the following order:

    1. iTunes
    2. Apple Software Update
    3. Apple Mobile Device Support
    4. Bonjour
    5. Apple Application Support 32-bit
    6. Apple Application Support 64-bit

  • by elcpu,

    elcpu elcpu May 25, 2016 2:58 PM in response to RHarrisPhoto
    Level 6 (16,186 points)
    Photos for Mac
    May 25, 2016 2:58 PM in response to RHarrisPhoto

    Those steps have worked for many who have been able to delete and reinstall iTunes. I don't know why you are getting errors. Here is another article but the one I linked before is the one I would recommend.

    If iTunes doesn't recognize your iPhone, iPad, or iPod - Apple Support

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