iTunes doesn't recognise iPhone in Windows 10

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1slyfox Author

Level 1

5 points

iTunes doesn't recognise iPhone in Windows 10

Hi there,

My iPhone 6 isn't being recognised by iTunes on Windows 10. I downloaded iTunes from the Windows Store.

I have followed the advice from the following support link to no avail:

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

I note that I have used Device Manager to confirm that my driver is up to date. My iPhone is listed as "Apple iPhone" under "Portable Devices" and it appears to use a generic Windows "MTP USB device" driver. My iTunes is up to date. There are no Windows Updates that I require.

I believe my issue is that I don't have the Apple Mobile Device USB Driver installed. It didn't seem to install when the phone was plugged into the system and iTunes was opened. When I look in Services.msc, I do not see any "Apple Mobile Device Service". In Device Manager, the USB controllers section does not contain the "Apple Mobile Device USB Driver" controller. There is no such folder on my PC as "C:\Program Files\Common Files\Apple\Mobile Device Support\Drivers", although I have a feeling this folder is probably for the non-Windows 10 Store version of iTunes.

The above help link suggests I obtain support if I don't see an Apple Mobile Device USB Driver. I find it astounding that my PC is a brand new Surface Book 2, as stock-standard as it gets, and Apple manages to screw up the automatic driver installation on a generic system with iTunes installed and an iPhone connected via a genuine USB cable. Maybe there are problems with the Windows Store version of iTunes??

Please help! Thanks!

iPhone 6, iOS 11.4

Posted on Jun 27, 2018 6:02 AM

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Answer 1

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1slyfox Author

Level 1

5 points

Jun 28, 2018 3:47 AM in response to 1slyfox

An update:

The iTunes troubleshooter found in the menu "Help > Run Diagnostics" confirmed the following problems with my iTunes installation:

1. The Apple Mobile Device Driver was not installed

2. The Apple Mobile Device Service was not installed

So the problem is that the Windows Store version of iTunes (version 12.7.5.9) doesn't correctly install the mobile device driver or service required. This is despite several attempts at uninstall and clean reinstall (along with several GB data usage I might add).

Perhaps this is because the Windows Store version of iTunes runs in a sandbox and doesn't have sufficient privileges to install the driver and service during its installation?

To resolve this issue, I managed to download the conventional desktop application version of iTunes from the following link:

1. Go to https://www.apple.com/itunes/download/

2. Then press "Looking for other versions" and select "Windows" (not "Windows Store"). This installation, run as Administrator, was flawless. The driver and service install and run correctly after reboot.

SUMMARY:

- There seems to be a bug with the Windows Store version of iTunes version 12.7.5.9

- iTunes isn't installing the appropriate drivers or services

- To resolve the issue, install the conventional Windows version of iTunes, NOT the one from the Windows Store.

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Answer 2

javaliga

Level 10

120,179 points

Jun 27, 2018 7:02 AM in response to 1slyfox

Just to be clear, did you follow all the steps in the "If you downloaded iTunes from the Microsoft Store" section of the article you cited? Especially steps 6 & 7.

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Answer 3

1slyfox Author

Level 1

5 points

Jun 27, 2018 2:12 PM in response to javaliga

Hi javaliga.

Absolutely, I followed the instructions step by step. In particular, as you highlighted in your response, I attempted to update the drivers per steps 6-7. They are the latest drivers.

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iTunes doesn't recognise iPhone in Windows 10

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