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Danh
Danh, Systems Administrator
Category: Mac
Satisfied Customers: 970
Experience:  9 Years in System Administration
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Computer recognizes Ipod but not new Iphone

Customer Question

Computer recognizes Ipod but not new Iphone
Submitted: 3 years ago.
Category: Mac
Expert:  Danh replied 3 years ago.

Danh :

What version of itunes are you running?

Customer :

just downloaded the most recent version

Customer :

Still recognizes ipod when I connect - Pop-up says "new device found" but not when I connect iphone

Danh :

So the iphone isn't even detected when you plug it in? Is this the only computer you have?

Customer :

Yes. I get three gongs and nothing more

Danh :

Are you really using windows 98?

Customer :

I just re-installed the latest version of Itunes and now my Ipod isn't getting recognized when I connect. Could it have something to do with anti-virus.

Danh :

Antivirus can cause quirky issues...can you temporarily disable it?

Customer :

Not sure how!?!

Danh :

So you running windows 98?

Customer :

Sorry, windows XP

Danh :

ok...let's do this ... go under start => control panel => administrative tools => double click on services

Customer :

done

Danh :

look for apple mobile device service ... does it show started?

Customer :

yes

Danh :

ok...go ahead and right click on it and choose stop ... then do the same thing and choose start

Customer :

done

Danh :

ok ... close out of that .. now right click on my computer on your desktop .. click on properties .. click on the hardware tab ... the click on device manager

Customer :

done

Danh :

Now look for Universal serial bus controllers ... do you see a apple mobile device usb driver under there?

Customer :

no but i do see "other devices" with minus sign and yellow "?" and subfolder that says iphone next to yellow "?"

Customer :

should I update driver

Danh :

I see ... right click on it and choose update driver

Customer :

says it cant install because cant find necessary software

Danh :

no...I was going to point you to the right folder ... it won't do it automatically. Go back to update driver ... then when it asks

  • If asked to connect to Windows Update to search for software, choose "No, not this time." ... choose NO
  • Danh :

    After you choose no, not at this time ... choose install from a list or specific location

    Customer :

    ok next?

    Danh :

    click on don't search ... I will choose the driver to install

    Danh :

    click the have disk button

    Danh :

    let me know when there

    Customer :

    ok hit next?

    Danh :

    yes

    Danh :

    now do you have browse button where you can browse to a folder?

    Customer :

    yes

    Danh :

    ok...browse to C:\Program Files\Common Files\Apple\Mobile Device Support\Drivers

    Customer :

    problem installing hardware this device is disabled

    Customer :

    okay, "found new hardware" when i click on it it asks to install new software

    Customer :

    do i click on install automatically

    Danh :

    yes..go ahead and let it install auto this time

    Customer :

    wizard cannot find necessary software

    Danh :

    ok...then let's browse back to that folder and choose the driver file manually

    Customer :

    ok

    Danh :

    were you able to browse to the folder and choose the right driver?

    Customer :

    says "apple mobile device usb driver" also says device is working properly

    Danh :

    ok...so anymore yellow exclamtion in device manager?

    Customer :

    yeah they are still there farther up on the device list

    Danh :

    can you name off each one?

    Customer :

    not sure what you are asking

    Customer :

    Have "other devices" with yellow "? " with sub folder yellow "?" Iphone

    Danh :

    right click on the iphone ... and choose update driver ... point to the apple driver folder and see if it takes that driver

    Customer :

    man no luck and I gotta go. Will try to get back later

    Danh :

    ok...seems like a driver issue though.

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