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Question: iPad only showing itunes logo and when I connect it to my laptop it says 'USB device not recognised'

I have recently received a second hand iPad from someone. I have tried turning it on but the itunes logo with the charger cord just appears on the screen. I tried connecting it to my laptop after downloading the latest version of itunes and my laptop (Windows 10) says 'USB device not recognized'. I have tried various troubleshooting tips such as reinstalling apple mobile device and itunes, I have gone into the Universal Bus Controllers and uninstalled the 'unknown USB device' and I have followed instructions to press the home and power button on the iPad to restart it. Nothing is working. I would really appreciate any tips/advice. Thank you

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Apr 22, 2018 1:33 PM in response to Ruth1994 In response to Ruth1994

There are two things to do here. The first is to get iTunes properly installed. The second is to properly restore the iPad.


Before you can install iTunes, you'll need to remove the existing version IN THIS EXACT ORDER:

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

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.

Don't uninstall these components in a different order, or only uninstall some of them. Doing so might have unintended effects. After you uninstall a component, you might be prompted to restart your computer. Wait to restart your computer until you're finished removing all of the components.

Here's the article describing this: Remove and reinstall iTunes and related software components for Windows 7 and later - Apple Support


If you need help uninstalling these components, follow these steps:


Once you've uninstalled iTunes, download and install the latest version from https://www.apple.com/itunes


Next, restore the iPad:

Connect the iPad to a computer with the latest version of iTunes running. This means to use a genuine Apple Lightning cord and connect the iPad to a USB port on the computer. The computer will have iTunes version 12.5 or later running. You can locate the version number on the computer by clicking on the iTunes menu (top left) and choosing 'about iTunes'. On a Windows computer, you'd choose Help and then About.*


Hold down the power button and the home button:

> keep holding - the screen will go dark

> keep holding - the Apple appears and then disappears

> keep holding - the iTunes logo with the cord on the iPad screen appears.

> let go - Once the iTunes logo is on the screen of the iPad, you can let go of the buttons.


There is a prompt on the computer screen that says there is something wrong with the iPad.


On the computer, select Restore and follow the prompts. This will erase the iPad, and you will lose all of your content and settings.


The iPad will be ready when it says hello on the iPad screen.


*If the iTunes version is older than 12.5, go to http://www.itunes.com and choose the Download button to download the latest version. Install it before starting to restore the iPad.

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Question marked as Helpful

Apr 22, 2018 1:33 PM in response to Ruth1994 In response to Ruth1994

There are two things to do here. The first is to get iTunes properly installed. The second is to properly restore the iPad.


Before you can install iTunes, you'll need to remove the existing version IN THIS EXACT ORDER:

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

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.

Don't uninstall these components in a different order, or only uninstall some of them. Doing so might have unintended effects. After you uninstall a component, you might be prompted to restart your computer. Wait to restart your computer until you're finished removing all of the components.

Here's the article describing this: Remove and reinstall iTunes and related software components for Windows 7 and later - Apple Support


If you need help uninstalling these components, follow these steps:


Once you've uninstalled iTunes, download and install the latest version from https://www.apple.com/itunes


Next, restore the iPad:

Connect the iPad to a computer with the latest version of iTunes running. This means to use a genuine Apple Lightning cord and connect the iPad to a USB port on the computer. The computer will have iTunes version 12.5 or later running. You can locate the version number on the computer by clicking on the iTunes menu (top left) and choosing 'about iTunes'. On a Windows computer, you'd choose Help and then About.*


Hold down the power button and the home button:

> keep holding - the screen will go dark

> keep holding - the Apple appears and then disappears

> keep holding - the iTunes logo with the cord on the iPad screen appears.

> let go - Once the iTunes logo is on the screen of the iPad, you can let go of the buttons.


There is a prompt on the computer screen that says there is something wrong with the iPad.


On the computer, select Restore and follow the prompts. This will erase the iPad, and you will lose all of your content and settings.


The iPad will be ready when it says hello on the iPad screen.


*If the iTunes version is older than 12.5, go to http://www.itunes.com and choose the Download button to download the latest version. Install it before starting to restore the iPad.

Apr 22, 2018 1:33 PM

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Apr 22, 2018 1:33 PM in response to Ruth1994 In response to Ruth1994

Thanks so much for your help. For some reason I am still unable to connect it to my laptop but I have since been able to connect it to another laptop and have gone on to access the iPad.

Apr 22, 2018 1:33 PM

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Question: iPad only showing itunes logo and when I connect it to my laptop it says 'USB device not recognised'