iTunes freezes when iPhone is connected. HELP!

Question

iTunes freezes when iPhone is connected. HELP!

Hello, I wanted to sync some new music over to my phone but it turned out into a 3 hour ordeal that left me with no new music. As stated in the title, iTunes freezes when I connect my phone. I can't close it and am forced to shut it down via Task Manager. Also, iTunes feels very buggy - when I open preferences, there is a very long lag. I think it just froze again.

Here are some details:

iPhone version: 9.3.5

iTunes version: 12.1.3.6

Apple Application Support (64 bit): 4.12

Apple Mobile Device Support: 10.3.2.3

Windows version: Windows 10, 64 bit

Bonjour: 3.1.0.1

If this helps, I found a log in the AppData file.

[416 @ Tue Jul 18 17:59:37 2017] [(unknown facility) iTunes.exe] _send_message (thread 920): Could not securely send message: SSL_ERROR_SYSCALL errno (No such file or directory).

[416 @ Tue Jul 18 17:59:37 2017] [(unknown facility) iTunes.exe] AMDeviceStopSession (thread 920): Could not stop session with device 3: kAMDSendMessageError

[416 @ Tue Jul 18 18:00:38 2017] [(unknown facility) iTunes.exe] _send_message (thread 10152): Could not securely send message: SSL_ERROR_SYSCALL errno (No error).

[416 @ Tue Jul 18 18:00:38 2017] [(unknown facility) iTunes.exe] AMDeviceStopSession (thread 10152): Could not stop session with device 3: kAMDSendMessageError

[416 @ Tue Jul 18 18:04:38 2017] [(unknown facility) iTunes.exe] _send_message (thread 4768): Could not securely send message size 363: SSL_ERROR_SYSCALL errno (No error).

[416 @ Tue Jul 18 18:04:38 2017] [(unknown facility) iTunes.exe] AMDeviceStopSession (thread 4768): Could not stop session with device 3: kAMDSendMessageError

Let me know if you need more info from me to figure out how to fix it! Would really like to sync my phone to my iTunes. Thanks a lot 🙂

iPhone 5s, iOS 9.3.5

Posted on Jul 18, 2017 3:29 AM

Reply

Answer 1

Jul 27, 2017 3:03 AM in response to ituneisgivingmeamajorheadache

I want to post an update of what worked for me.

I tried to install iTunes 12.6.2 after the initial failed attempt. Still couldn't install straight away and had to find the unpacked .msi files. Also manually reinstalled Bonjour, and Apple Mobile Device Support. Restarted Apple Services.

iTunes still freeze after connecting phone.

Suddenly, iTunes asked if I'd like to update iTunes. Apparently there's a 12.6.3 that isn't on the website. So I updated it, and now it works.

The whole reason of me installing 12.1.3.6 was because 12.6.2 didn't work for me, leading me to believe it doesn't support iOS 9.3.5. Turns out that's not true. 12.6.3 works for me now.

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Answer 2

Leanne_68

Community Specialist

Jul 20, 2017 11:12 AM in response to ituneisgivingmeamajorheadache

Hi ituneisgivingmeamajorheadache,

Thank you for the follow-up information. Great job locating the additional troubleshooting resources for the install errors. Could you verify that you were able to go through these steps in the original post and the outcome of each? This information helps us isolate the issue further.

Click Apply to save the changes, then turn on sync options one at a time until the issue returns. If the issue is:

Specific to syncing photos, remove the iPod Photo Cache.

Specific to syncing contacts and/or calendars, rename the SyncServices folder.

Specific to syncing music, get help syncing music in iTunes.

Not isolated to a specific content type, fix issues between iTunes and security software.

If iTunes still doesn't respond, contact Apple Support.

Thanks for the additional information in advance.

Cheers.

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Answer 3

chuck_3rd

Community Specialist

Jul 19, 2017 3:24 PM in response to ituneisgivingmeamajorheadache

Hi ituneisgivingmeamajorheadache,

I understand that iTunes becomes unresponsive when you connect an iPhone. Here are the troubleshooting steps that I would recommend going through for this specific issue.

If iTunes doesn‘t respond when you connect an iOS device

Please let us know if the issue persists after going through these steps, and thank you for visiting Apple Support Communities.

Cheers.

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Answer 4

Jul 20, 2017 3:32 AM in response to chuck_3rd

hello alex_hi,

thank you so much for replying! I've followed the 2 methods on the page you referred to me.

1. switching "prevent automatically syncing devices" off doesn't work. itunes works fine until i plug in my phone, then it freezes and can only be shut down using task manager.

2. created a new user, also made sure i switched off automatic syncing, same issue. you can see how it looks like here.

i've also tried to update my itunes, but this error message showed up

"errors occurred during installation before iTunes could be configured.". i've encountered this issue yesterday while trying to update my itunes, i even followed the instructions on this page to check out the log, find the .tmp file, located the .msi files, and installed them individually. that worked, but itunes still freezes when my device is connected.

could it my older iOS version that's causing the issue? or my windows 10? i'd prefer not to update my iOS to newer ones as it would slow down my iphone 5s.

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Answer 5

Jul 21, 2017 5:13 AM in response to Leanne_68

Hello Starr.C!

thanks for your response! I would have tested those out, but my iTunes froze and stays frozen once the phone is plugged in. I can't even navigate to change those sync options.

Today I tried to wait it out, but after an hour of it freezing it remained frozen. No luck!

If there are other methods I can try I would gladly do so to supply you all with more info.

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