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When I plug in my iphone to down load my pictures, I don't

Customer Question

when I plug in my iphone to down load my pictures, I don't get the photo prompt...
Submitted: 8 months ago.
Category: Computer
Expert:  Viet - Computer Tech replied 8 months ago.

Hi,

I'm sorry about the issue. Was it working fine previously?

Do you have windows xp, vista, or 7, or 8, 10?
Do you have the iTunes program on the computer?
Please reply at the box below. Thank you,

Customer: replied 8 months ago.
I believe this is windows xp, and yes it has iTunes
Customer: replied 8 months ago.
it worked previously
Expert:  Viet - Computer Tech replied 8 months ago.

Thank you. Does the iTunes program detect the iPhone when you connect the iPhone to the computer?

Customer: replied 8 months ago.
no
Expert:  Viet - Computer Tech replied 8 months ago.

Please open the iTunes program on the computer to check.

- Is this a desktop or laptop?

- Also, please click on Start, then click on Control Panel, then open System (or System and security -> System) and confirm the Windows version there.

Please reply at the box below. Thank you,

Customer: replied 8 months ago.
I tunes does open, this is a desk top. windows 7
Expert:  Viet - Computer Tech replied 8 months ago.

Thank you. Can you please have the iTunes program open, then connect the iPhone to another USB port at the back of the Desktop computer, and check.

Please let me know. Thank you,

Customer: replied 8 months ago.
I tunes come up
Customer: replied 8 months ago.
but I don't have a port in the back, 2 ports in the front
Expert:  Viet - Computer Tech replied 8 months ago.

Do you have the USB keyboard and USB mouse connected to the Dell desktop computer?

Customer: replied 8 months ago.
its a wireless mouse
Customer: replied 8 months ago.
but the remote and the keyboard have usb cables
Expert:  Viet - Computer Tech replied 8 months ago.

Where is the keyboard connected to? Is it at the back or front of the desktop?

Customer: replied 8 months ago.
back
Customer: replied 8 months ago.
are you thinking it's the usb connection in the front that is bad?
Expert:  Viet - Computer Tech replied 8 months ago.

Yes, I'm thinking so unless the iPhone's USB cable has issue. Where is the wireless / remote connected to?

Customer: replied 8 months ago.
the back, I didn't think I had another usb port, but I think I see one...just a sec
Expert:  Viet - Computer Tech replied 8 months ago.

OK, please check all ports at the back of the computer to see if there is extra USB port. Thank you,

Customer: replied 8 months ago.
ok, I just plugged it into the back
Customer: replied 8 months ago.
but I still didn't get the photo prompt
Expert:  Viet - Computer Tech replied 8 months ago.

Does it show anything on the iPhone's screen (log in the phone and check)?

Open the iTunes program on the computer, does it show the small iPhone icon at the top of the iTunes program?

Customer: replied 8 months ago.
no, it's not showing it's connected to my phone.
Customer: replied 8 months ago.
let me try a different cord
Customer: replied 8 months ago.
still not
Expert:  Viet - Computer Tech replied 8 months ago.

Please let me know if any of those cord can charge your iPhone.

Please connect USB cord to power adapter and see if it can charge iPhone. Thanks,

Customer: replied 8 months ago.
it does
Expert:  Viet - Computer Tech replied 8 months ago.

Please press and hold both the Power (On / Off) button and the Home button (which is located right below the screen) together for at least 10 seconds, until the Apple logo appears, then wait a bit

, then connect iPhone to computer, and check. Thank you,

Customer: replied 8 months ago.
the power on the computer stand?
Expert:  Viet - Computer Tech replied 8 months ago.

Sorry, no, on the iPhone . Please do the following step on the iPhone: Press and hold both the Power (On / Off) button and the Home button (which is located right below the screen) together for at least 10 seconds, until the Apple logo appears, then wait a bit

, then connect iPhone to computer, and check. Thank you,

Customer: replied 8 months ago.
OK
Expert:  Viet - Computer Tech replied 8 months ago.

Let me know if it shows the Apple logo when you do the above step. Thank you,

Customer: replied 8 months ago.
it showed
Expert:  Viet - Computer Tech replied 8 months ago.

OK, wait until the iPhone is back on, then log in your iPhone, then connect iPhone to computer, and check. Thank you,

Customer: replied 8 months ago.
still not
did you get that message?
Expert:  Viet - Computer Tech replied 8 months ago.

When you connect the iPhone to the computer, does it show anything different on the iphone's screen?

Click on Start, then click on Computer, does it show the iPhone device there?

Customer: replied 8 months ago.
Nothing appears on the computer, and nothing from Start and computer either
Customer: replied 8 months ago.
hello..
Expert:  Viet - Computer Tech replied 8 months ago.

I'm sorry. Please wait a bit, while I'm trying to troubleshoot. Thank you,

Customer: replied 8 months ago.
okay
Expert:  Viet - Computer Tech replied 8 months ago.

When you plug the iPhone to the computer, does the computer make a sound?

Customer: replied 8 months ago.
no, not at all
Expert:  Viet - Computer Tech replied 8 months ago.

Do you have a USB flash drive or an external USB hard drive that you can connect to the computer and check?

Customer: replied 8 months ago.
the computer makes a sound. I do not have an external usb hard drive or flash drive
Expert:  Viet - Computer Tech replied 8 months ago.

So when you plug the iPhone to the computer, it makes a sound. Is that correct?

Does it charge the iPhone when you connect the iPhone to the computer?

Customer: replied 8 months ago.
it makes the sound when I plug the iphone in, but it does not charge the iphone when plugged into the computer
Expert:  Viet - Computer Tech replied 8 months ago.

Did it charge previously with this computer?

Does your iPhone work on another computer, if you have?

Customer: replied 8 months ago.
I don't charge it on the computer, I charge it in the wall. this is the only computer I've used it on and it worked previously
Expert:  Viet - Computer Tech replied 8 months ago.

With iPhone connected to computer, can you click on Start, then right-click on Computer, then click Manage, then click on Device Manager on the left. Then do you see the iPhone / Apple device there (usually in the Universal Serial Bus controllers section.) Thank you,

Customer: replied 8 months ago.
ok
Customer: replied 8 months ago.
which one do I click?
Expert:  Viet - Computer Tech replied 8 months ago.

Usually, in Device manager, double-click on the item Universal Serial Bus controllers in order to open / expand it, then do you see the device Apple or iPhone there?

Customer: replied 8 months ago.
Apple mobile divice USB driver?
Customer: replied 8 months ago.
Windows cannot verify the digital signature for the drivers required for this device. A recent hardware or software change might have installed a file that is signed incorrectly or damaged, or that might be malicious software from an unknown source. (Code 52)
Expert:  Viet - Computer Tech replied 8 months ago.

When was the last time the iPhone was working fine previously on your computer?

Customer: replied 8 months ago.
a couple of months a go
Customer: replied 8 months ago.
I use my I phone a lot, not the computer
Expert:  Viet - Computer Tech replied 8 months ago.

I'm sorry; I'm not sure about this error code. Let me open the issue to other experts. Please do not wait; you will get an email when there is a response from another expert. Thank you for your patience,

Customer: replied 8 months ago.
in other words, you don't know how to resolve this and I've just wasted $25.
Expert:  IT Miro replied 8 months ago.

Hello! My name is*****
I am a certified computer professional who will assist you.

It looks like the previous Expert is not available any more.

Since I see that none of the usual suggestions helped solve the problem, we can establish a secure remote session so that I can see the problem myself and help you directly.

Let me if you would like that.

Thanks,
IT Miro

Customer: replied 8 months ago.
I took my computer into Best Buy Computer Geeks and they fixed the problem.
I would like my money back from your site.
LoriAnn
Expert:  IT Miro replied 8 months ago.

I will transfer your request to the JustAnswer customer service.

Regards,

IT Miro

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