itunes backup fails

Question

Level 1

14 points

itunes backup fails

Hi,

iTunes version 12.5.3 on Windows 7 sp1 x64.

Until this version I used iTunes for Windows (64 bit for older video cards) which isn't available any more.

With the latest iTunes 12.5.3 I can't backup my iPhone 7plus as iTunes hangs with no response for about 2 minutes and than starts the backup process which fails on both iCloud or This computer.

I have uninstalled and re-installed iTunes several times.

I have renamed current iPhone backup

I have restarted both iPhone and PC...

Nothing helped.

I have recently enabled two-factor authentication for Apple services. Can this effect backup process ?

Ilan

iPhone 7 Plus, iOS 10.2

Posted on Dec 12, 2016 11:05 PM

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Answer 1

ilev5723 Author

Level 1

14 points

Jan 27, 2017 9:09 AM in response to turingtest2

I have already did all that, didn't help. iTunes log shows :

failed to load DLL at C:\Program Files\Common Files\Apple\Mobile Device Support\AppleMobileDeviceHelper_main.dll

[2076 @ Fri Jan 27 10:05:55 2017] [YSLoader AppleMobileDeviceHelper.exe] caught C++ exception: Win32 error 127 occurred on line 832 of file .\YSLoader.cpp

[2076 @ Fri Jan 27 10:05:55 2017] [YSLoader AppleMobileDeviceHelper.exe]

When connecting my iPhone 7+ to iTunes, iTunes shows 97.5GB of free space (just like under iOS 10.2), while the iPhone

under General - Storage&iCloud Usage shows 21.66GB Used and 102.33GB free space under iOS 10.3 beta 1 with the new APFS files system.

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Answer 2

ilev5723 Author

Level 1

14 points

Jan 27, 2017 12:33 PM in response to turingtest2

Hi,

What with the C++ error ? or maybe it is a big file that iTunes backup can't handle hence the missing 5GB ?

I have no problem with automatic/manual iCloud backup running on the iPhone.

Never had any iTunes backup problems when using the iTunes 64-bit-for older video cards.

I suppose that being unable to backup using iTunes will prevent me from restoring using iTunes as well.

The only change I made lately regarding Apple's applications is uninstalling QuickTime app which isn't supported anymore in Windows OS.

I can upload iTunes backup session log if it is of any help.

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Answer 3

turingtest2

Level 10

278,263 points

Jan 27, 2017 12:52 PM in response to ilev5723

It could be that you're running an iOS beta against an iTunes that doesn't fully understand it. I'm a fellow user so the error messages or logs won't necessarily mean any more to me than they do to you. I've not spotted anything that rings a bell from earlier troubleshooting conversations.

tt2

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Answer 4

turingtest2

Level 10

278,263 points

Jan 27, 2017 7:30 AM in response to ilev5723

Try If your iTunes backup couldn't be completed or you can't restore from a backup - Apple Support.

tt2

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Answer 5

Stuart423

Level 6

9,264 points

Dec 12, 2016 11:11 PM in response to ilev5723

Two factor authentication will not have any effect on an iTunes backup. That is for Apple ID only.

Here's a recommendation: let's uninstall iTunes and all of its components and then reinstall. The components have to be uninstalled in order. you'll open Control Panel and choose Add/Remove Programs.

It's important to uninstall iTunes in this order:

iTunes
Apple Software Update
Apple Mobile Device Support
Bonjour
Apple Application Support 32-bit
Apple Application Support 64-bit

On some systems, iTunes might install two versions of Apple Application Support. This is expected. If both are present, be sure to uninstall both versions.

Here's the full details: Remove and reinstall iTunes and related software ... - Apple Support

Once you have completely uninstalled iTunes, head over to iTunes.com and choose Download to get the latest version. Reinstall, and you'll be good to go.

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Answer 6

ilev5723 Author

Level 1

14 points

Dec 13, 2016 12:01 AM in response to Stuart423

Stuart423,

It didn't help. iTunes still hangs/not responding, then runs and backup fails.

Ilan

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Answer 7

ilev5723 Author

Level 1

14 points

Dec 13, 2016 11:07 PM in response to ilev5723

Just updated to iTunes 12.5.4. Still no fix.

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Answer 8

Dec 15, 2016 12:20 PM in response to ilev5723

I ran into this today with iTunes 12.5.3. I tried deleting the old backup and resynching. Nope, still hands on "Backing up: with my iPhone, so I installed 12.5.4 (this is on Windows 7 x64). First the install of 12.5.4 hung with an error, so I manually downloaded the x64 version and it installed. I then tried backing up again. It seems to be doing something, though it does it so slowly a performance monitor doesn't see any disk I/O from iTunes. The only way I can measure progress is the creep (very slow) of the Backing Up progress bar and looking at AppData\Roaming\Apple Computer\MobileSync\Backup and seeing the dir tree size slowly growing. My iPhone is running 10.1.1, and I won't even try the 10.2 update until I have a working backup.

The only "odd" thing in my config is that Apple just replaced the battery on my iPhone 6s. At least that gives me a 60 or 90-day warranty extension!

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Answer 9

Dec 15, 2016 4:32 PM in response to Dennis A.

Update: iTunes 12.5.4 finally completed my backup. I upgraded to iOS 10.2, and there seems to be a new iTunes feature that archives the prior iOS's backup folder and creates a new one. Thus a completely fresh backup, which seemed to go faster than 10.1.1 with iTunes 12.5.4.

Problem is solved for me.

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Answer 10

ilev5723 Author

Level 1

14 points

Dec 15, 2016 11:32 PM in response to ilev5723

Updated my iPhone 7plus to iOS 10.2.1 beta 1. Backup still fails.

Wonder if I can uninstall current iTunes and re-install iTunes 12.4.3 for Windows (64-bit for older video cards) that worked for me.

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Answer 11

ilev5723 Author

Level 1

14 points

Dec 17, 2016 12:02 PM in response to ilev5723

I went over iTunes log after another failed attempt, this time I selected "sync" with This computer.

I can see a repeating error in "YSLoader AppleMobileDeviceHelper.exe"

failed to load DLL at C:\Program Files\Common Files\Apple\Mobile Device Support\AppleMobileDeviceHelper_main.dll

[YSLoader AppleMobileDeviceHelper.exe] caught C++ exception: Win32 error 127 occurred on line 832 of file .\YSLoader.cpp

AppleMobileDeviceHelper.exe ends

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Answer 12

Dec 17, 2016 12:24 PM in response to ilev5723

Have you tried going back to the release build (iOS 10.2) instead of the beta?

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Answer 13

ilev5723 Author

Level 1

14 points

Dec 17, 2016 12:27 PM in response to Dennis A.

No use. It didn't work with 10.2 either.

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Answer 14

turingtest2

Level 10

278,263 points

Dec 20, 2016 1:18 PM in response to ilev5723

Try a full tear down and rebuild as shown in the second box of Troubleshooting issues with iTunes for Windows updates.

tt2

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Answer 15

ilev5723 Author

Level 1

14 points

Dec 20, 2016 11:38 PM in response to turingtest2

I already did that. Didn't help.

It seems like some windows/iTunes component is missing or the new 64 bit iTunes isn't compatible with my 5 years old Windows PC, as the old iTunes 32/64 bit version 'for older video cards' worked fine. As I use an iPhone 7plus device, older versions of iTunes are not compatible anymore.

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