iPhone XS Max and iTunes

Make sure to unlock your device before connecting to USB. Respond positively to any request to trust the computer. Can you post a screenshot of this grayed out condition? (Crop or obscure any serial numbers or personal information.)

tt2

Yes I have done all of that before talking to Apple Support in person. Yes the iPhone XS Max in question is labeled Neo as I stated in the response. I have updated everything, uninstalled everything several times even with uninstalling everything apple on my PC and then re installing again and still the problem at hand is still to the XS Max named Neo still is not able to sync with iTunes at all. Yes the link that you put in your response I have done that as well several times and the driver is updated and I have no exclamation marks on anything in my device manager tree. I'm puzzled to this is the first time that I have had any iPhone that has had this problem. Apple Support has walked me thru everything that I already did before calling them. I'm just trying to get help in fixing this issue at hand. I do have a background in computers and this is just got me all very puzzled on why it keeps doing this and everyone else that I have talked to or chatted with doesn't know the issue as well.

To the left of Neo there is a black disclosure triangle. I presume if you click that it opens to show the playlists on the device, but the icon to the right of the media selection tool remains inactive? Do you have any third party anti-virus software? You could try temporarily disabling it. Have you tried running iTunes as the administrator by right-clicking its shortcut? You could try rebooting the computer with the device connected and unlocked to see if that changes any behaviour when you then launch iTunes.

tt2

That’s funny that you mention those steps above for those have been tried a few times over and over as well. And even in detail after being on the phone with apple support. Unfortunately I guess I’ll be waiting to hear from them if they ever contact me back I’ve called them a few times with no success on a working solution for the issue at hand.

I downloaded the version from Apple.

Here is another greyed out section of the sync as well.

Reinstall iTunes by downloading from Apple Downloads. It will install update for new iPhone as well.

Apple - Support - Downloads

An uninstall and reinstall shouldn't ever affect the library, but you should really have that backed up anyway. See Backup your iTunes for Windows library with SyncToy for a suggested approach.

tt2

Is Neo the device that you're trying to connect or another one? Try iOS device not showing in iTunes for Windows, similar to Apple's advice but with a few extra pointers.

tt2

How odd? That would usually do the trick. Did you explicitly choose a new driver file even though Windows told you the best one was already installed?

tt2

I've got the same issue - Xs not getting detected by iTunes or my laptop. Tried everything suggested and nothing works.

Got the new phone but can't use it now 😟

Any other ideas from anyone?

Same here. The Xs is not visible in iTunes on my iMac. 😕

I think you should Contact Apple Support about this. The more feedback they get about the issue the more likely they are to get it fixed.

tt2

That worked for me. Thank you