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Joseph
Joseph, Computer Software Engineer
Category: Computer
Satisfied Customers: 1054
Experience:  Certification in SAP and more than 3 years of experience in Software engineering.
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My computer doesnt recognize my iPod Shuffle. I was told

Customer Question

My computer doesn't recognize my iPod Shuffle. I was told to get Windows XP SP3 but you warn against it for just one computer. What is the alternative? My computer is telling me I have all the Windows updates.
Submitted: 4 years ago.
Category: Computer
Expert:  Joseph replied 4 years ago.

Joseph :

Hello

Joseph :

We will try to help you.

Customer :

Thank you

Joseph :

Connect the ipod to the computer

Customer :

done'

Joseph :

Click Start -> Right click the "Computer" and select manage

Joseph :

Click Divice manager in the left side of the pop up.

Joseph :

You can see all the drivers in your computer listed in the right side of the pop up after selecting Device manager

Customer :

yes.

Joseph :

Open the Universal serial bus controllers

Customer :

what should I do next?

Joseph :

by double clicking it\

Joseph :

Open the Universal serial bus controllers






by double clicking it.

Customer :

OK

Joseph :

Are you able to see any yellow exclamations on any of the inner items

Joseph :

?

Joseph :

Under Universal serial bus controllers.

Customer :

no

Joseph :

Okay, Right click the Universal serial bus controllers and select the option "Scan for hardware changes"

Customer :

It opens a box that says scan for hardware changes, and then "properties", when

Customer :

I right click on usb controllers

Joseph :

Yes select scan for hardware changes

Customer :

I did

Joseph :

okay, let me know if its making any chage

Customer :

No

Joseph :

Open the DVD/CD drivers

Joseph :

It will be on top

Customer :

Not sure what you mean.

Joseph :

DVD/CD Rom drivers in the device manger

Customer :

done. don't see any response

Joseph :

Double click it and tell me whats inside.

Customer :

TSST corp DVD +-RW TS-L633C

Joseph :

Okay

Joseph :

Again go back to the Universal serial bus

Customer :

I did.

Joseph :

There in the list you can see

Joseph :

USB Mass storage device

Joseph :

How many are they?

Joseph :

1 or 2?

Customer :

It said TSST corp DVD+-RW TS-L633C under it, which didn't appear

Customer :

until I doubleclicked it.

Joseph :

You have to check in the Universal serial bus contrllers

Joseph :

USB Mass storage device

Joseph :

How many are they?

Customer :

just to be sure I understand, I double click on DVD/CD-ROM drives, and then look under Universal Serial Bus Controllers for a response?

Joseph :

No need to check DVD/CD-ROM drives

Joseph :

Please check Universal serial bus contrllers

Joseph :

How many items are there with "USB Mass storage device" name ?

Customer :

I see nothing new. Just many repetitions of Intel....USB Universal Host controller, realtek usb 2.0 card reader, usb composite device twice, and many repetitions of usb root hub.

Customer :

There is no mention of USB Mass storage device.

Customer :

there is one more item, WSD Print Provider.

Joseph :

Okay, now above the USB Mass storage device (Leave this), there is another option PORTABLE DEVICES,

Joseph :

Double click it to open it.

Joseph :

Is there any sub item for that ?

Customer :

No. Imaging devices, Mice and other pointing devices, and system devices. No other items containing the word devices.

Customer :

under mice and other...is listed Dell Touchpad and HID-compliant mouse

Joseph :

Are you not able to see a portable devices in the device manager

Joseph :

?

Customer :

No

Joseph :

Do you have ports in the drivers list ?

Customer :

Not sure what you mean. Sorry.

Joseph :

PORTS

Joseph :

That must be an item in the device manager

Joseph :

Like universal serial bus contrllers

Customer :

Isn't it the device manager list that I've been looking at? There is no item such as Ports in that list.

Joseph :

What are the option do you have which starts with letter P ?

Customer :

Processors.

Joseph :

Okay, now click on Start -> Computer

Joseph :

Do you have any disk drives listed along with other drives

Joseph :

Apple iPod USB Driver orApple iPod USB Device.?

Customer :

Yes. sorry. missed the significance of that one. will click on it.

Joseph :

Whats the option available there

Customer :

ST9320325AS

Joseph :

Apple iPod USB Driver orApple iPod USB Device.? ? Anything like this ?

Customer :

No, that's why I'm contacting you. After thoroughly checking my software and hardware, the Dell people told me my iPod was defective. I replaced it. Then they told me I needed a more powerful router. I replaced mine with a more powerful one. The computer still doesn't detect my device. They said the only way they could make sure the software was good was to wipe out all the data I'd accumulated.

Customer :

A friend told me to get the Windows Service Pack 3 because my iPod is immediately detected on his computer with that service. But when I inquired about it online, I was given dire warnings by Microsoft about installing it when I have only one computer.

Customer :

That's why I came to you. You're my last hope.

Joseph :

You said you connect with another computer, right

Joseph :

Was that a windows 7 computer ?

Joseph :

Or XP ?

Customer :

Can't it be both? I have Windows XP, I'm pretty sure, with Windows 7 office word

Joseph :

So your operating system is XP, you had mentioned windows 7.

Joseph :

Is your iPod getting charged when you connect it ?

Customer :

I'm confused about Windows 7. I'm sure I have it, but all that shows up at the Start click, is the works and word

Joseph :

WORD is a different software

Customer :

Yes, the iPod gets charged from the computer and the green light goes on when I turn it on, which according to the literature, means it's charged.

Joseph :

Okay

Joseph :

Which service pack do you have ?

Customer :

I don't think I have one. How can I find out?

Joseph :

Click Start

Joseph :

Right click "My Computer"

Joseph :

Select Properties

Joseph :

Under windows edition

Customer :

Windows 7 Home premium

Joseph :

Below that

Joseph :

Service pack ?

Customer :

No, I have only one computer.

Joseph :

Not that

Joseph :

Under Windows edition

Joseph :

are you able to see Service pack 1

Joseph :

or service pack 2 or 3

Customer :

the words service pack don't appear

Customer :

I am sorry. I thought I told you that my friend told me to get sp 3 but when I went online to Microsoft to download it your company warned me against installing that service pack if I only have one computer. So I was afraid to download it.

Joseph :

Its not an issue

Customer :

I want it if it will help my computer detect devices. I also have a Kindle and have to go to a wireless coffee shop to download books.

Joseph :

You can try using service pack 3

Joseph :

if not help ful we always have the option to uninstall irt

Customer :

Ok. What do I do? Just go back to Google again and ask to download Windows SP3?

Joseph :

yes

Customer :

Knowing you could uninstall it makes me feel safer.

Joseph :

okay, install it, restart the computer and try ipod

Customer :

Ok.

Customer :

Thank you

Joseph :

If you need any further assistance, feel free to ask. If satisfied click ACCEPT to close the session.

Joseph, Computer Software Engineer
Category: Computer
Satisfied Customers: 1054
Experience: Certification in SAP and more than 3 years of experience in Software engineering.
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Joseph
Joseph
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Certification in SAP and more than 3 years of experience in Software engineering.