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MacTechTrainer
MacTechTrainer, Sr. Mac Support Specialist
Category: Mac
Satisfied Customers: 1699
Experience:  Apple Certified Desktop & Portables Technician, A+, Cross-Platform (Mac/PC) Tech - for over 14 Years
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iTunes on my iMac doesnt show the label "Devices", so it is

Customer Question

iTunes on my iMac doesn't show the label "Devices", so it is therefore not showing my iPad. Similarly, even with the USB cable connected, the iPad is not "seeing" the iMac. It says "syncing will resume when the iMac is available". And the "sync now" button on the iPad is greyed out. Last time I synced was Feb 19th and had no troubles at all. Thanks.
Submitted: 2 years ago.
Category: Mac
Expert:  MacTechTrainer replied 2 years ago.

MacTechTrainer :

Hello and thank you for asking your question, with JustAnswer.com/Mac. I am Sr. Mac Tech Support Specialist, Terry, glad to assist you.

MacTechTrainer :

Here's what you can try

MacTechTrainer :

What you can do, in order to resolve this issue, is start by resetting your iPad
(Note: this does not remove any settings, data or media you have installed in your device)
• To perform a hard reset, press and hold your Sleep and Home Menu buttons for approximately 10 seconds.
• Once your screen goes black, release both keys. (If you see a white Apple logo before you release the keys you have held the keys to long and will need to start the reset process once again)
• The next screens you should see after the black screen, is the Apple logo screen followed by the main screen.

MacTechTrainer :

Then you will need to quit iTunes and relaunch the application and allow it to "discover" your connected iPad

Customer:

Okay - going to have to take a step back...what are my Sleep and Home Menu buttons? The round button on the edge of the screen and the sliding "button" on the outside edge of the iPad?

MacTechTrainer :

did you get those 5 lines of instructions I just provided?

MacTechTrainer :

No problem

MacTechTrainer :

the Sleep button is located at the top of your iPad

MacTechTrainer :

and the Home Menu button is the button located at the bottom middle of your iPad

Customer:

Okay - I think I have it...hold on. I did just what you told me not to and held it too long so need to re do the reset

MacTechTrainer :

Correct

MacTechTrainer :

and take your time- no rush

Customer:

So, I need to quit iTunes on the iMac?

MacTechTrainer :

Correct

Customer:

Okay - iPad is back to main screen, iMac does not have iTunes up right now. do I connect the iPad to the iMac with the USB cable BEFORE I launch iTunes?

Customer:

Are you there?

MacTechTrainer :

One moment

MacTechTrainer :

checking a procedure here- sorry for the delay'

MacTechTrainer :

Ok now that you have reset your iPad-

MacTechTrainer :

tell me, are you chatting with me on the same iMac you have your iPad connected to?

Customer:

it's okay - I just connected with the USB cable and launched iTunes on the iMac and it still doesn't show "Devices" as a label on the left. What is weird, is iPhoto DOES see the iPad.

Customer:

No, I am on my work laptop

MacTechTrainer :

Ok good

MacTechTrainer :

because I want you to try this next procedure

MacTechTrainer :

it is similar to what you have tried, before, but with a bit of a twist

Customer:

ready

MacTechTrainer :

I need you to connect your iPad to your iMac (if you have disconnected it)

Customer:

done

MacTechTrainer :

then I want you to perform a reset on the iPad

MacTechTrainer :

BUT

MacTechTrainer :

when the screen goes black, release the Home button but keep pressing the Sleep button at the top of your iPad

Customer:

ok..here goes

Customer:

okay...white apple is on and now a pictur of the usb cable and the words itunes..I am still holding the button

MacTechTrainer :

for at least Release now

MacTechTrainer :

sorry

MacTechTrainer :

I mean go ahead and release now

Customer:

iMac says iTunes has detected an iPad in recovery mode. You must restore this iPad before it can be used with iTunes. Do I select "ok"?

MacTechTrainer :

One quick question, have you already performed a sync with your iTunes prior to contacting us (within the last 3-4 days)

Customer:

Nope - not since Feb 19th

MacTechTrainer :

ok- hold that pattern for just a moment

Customer:

ok

MacTechTrainer :

No don't go further on that- because your iTunes will wipe your iPad clean, restoring your iPad back to factory mode of which is not a bad thing because you could proceed to perform a restore from your most previous back up

MacTechTrainer :

But the game-changer here

MacTechTrainer :

is that you did mention (and do so earlier) that you have not synced since the 19th of Feb

MacTechTrainer :

so

MacTechTrainer :

instead

Customer:

okay - I'm waiting. I have purchased a lot since Feb

MacTechTrainer :

Exactly

MacTechTrainer :

so

MacTechTrainer :

instead of restoring

MacTechTrainer :

press and hold both buttons again until the iPad turns black

MacTechTrainer :

let's cancel this DFU (Device Firmware Update) mode

MacTechTrainer :

that is what I was going to have you do

Customer:

and release immediately before the apple comes on? I did not say "ok" to the iMac

MacTechTrainer :

correct

Customer:

okay - here goes

MacTechTrainer :

that means it is simply rebooting back up

Customer:

okay - screen went black, I released, white apple is on now

Customer:

full screen is back, still connected via usb to imac

MacTechTrainer :

Ok so back to normal screen, correct?

Customer:

yes.

MacTechTrainer :

Ok now go ahead and disconnect your iPad

MacTechTrainer :

and reboot your iMac

Customer:

doing now

MacTechTrainer :

Once the iMac has rebooted, then first launch iTunes and then reconnect your iPad

MacTechTrainer :

let me know then if iTunes discovers your iPad this time around

Customer:

okay - stay tuned

MacTechTrainer :

Touche'- lol

MacTechTrainer :

"tuned"

MacTechTrainer :

I get it

Customer:

ha ha..too bad that wasn't on purpose

MacTechTrainer :

I know- it was a fun moment though:)

Customer:

Nope. iPhoto recognizes it and iTunes shows nothing. BUT, it doesn't show even the category "Devices"...it used to

Customer:

I just checked the wifi settings also - still says "sync will resume when the iMac is available"

MacTechTrainer :

Ok - thanks for the play-by-play

MacTechTrainer :

I have just discovered that Apple has classified this as a known issue

MacTechTrainer :

with 10.6.8 Snow Leopard with iOS devices like the iPad (as well as iPhone and iPod Touch)

Customer:

Stupid question - I downloaded iCloud but have done nothing with it. Would that matter? and I have iTunes Match "off"

MacTechTrainer :

they have provided a possible fix

MacTechTrainer :

no- not at all

Customer:

ok - didn't think so but had to ask

MacTechTrainer :

they have provided an article I want to give you to try the steps

Customer:

I don't even know what 10.6.8 snow leapord is.

MacTechTrainer :

they are too much for me to type out - so here is the link

Customer:

Okay - I'l try

MacTechTrainer :

sorry about that

MacTechTrainer :

can you do me a favor just a quick moment here

Customer:

surwe

Customer:

sure

MacTechTrainer :

can you tell me what version of Mac OS you are running now?

MacTechTrainer :

I am sorry I thought you had mentioned your version for your iMac, but I realized I did not ask you that-

Customer:

how do I find that?

MacTechTrainer :

within the Mac desktop

MacTechTrainer :

click on the Apple menu icon located on the upper left side of your main desktop screen

MacTechTrainer :

click that Apple icon and select About This Mac

MacTechTrainer :

You should see a small window appear with some system info about your iMac on it

MacTechTrainer :

The Version of your Mac OS is located on that small window

Customer:

Yep - Mac OS X version 10.6.4

MacTechTrainer :

Ok that is one area you already need to improve

MacTechTrainer :

You need to update to 10.6.8

Customer:

I just got this iMac in October (or maybe Sept)

MacTechTrainer :

alot of bugs were resolved system-wide in Snow Leopard 10.6 with the 10.6.8 latest update

MacTechTrainer :

understood- all the more reason why you need to update

Customer:

okay - so what do I do? And why did it start between Feb and now - I din't have a single problem before

MacTechTrainer :

this I believe is going to help you in a major way

MacTechTrainer :

That I cannot say- without actually being able to look through your system

MacTechTrainer :

so I have to as a Mac tech, deal with the here and now

Customer:

okay - no problem. What do I do to upgrade - go to the apple site?

MacTechTrainer :

and the here- is that there is a at least 2-3 updates from Apple between 10.6.4 and 10.6.8

MacTechTrainer :

I got you covered on that

MacTechTrainer :

one moment

MacTechTrainer :

This is the link

MacTechTrainer :

it is going to take about half and hour or less

MacTechTrainer :

just to let you know

MacTechTrainer :

but there is more

MacTechTrainer :

with the new 10.6.8

Customer:

So, I guess can email it to myself

MacTechTrainer :

you will finally have access to the Mac Apps Store

MacTechTrainer :

which only comes with 10.6.8 and higher

MacTechTrainer :

plus that version does work better with iTunes

MacTechTrainer :

and its newer versions

MacTechTrainer :

Not done yet

MacTechTrainer :

once you get the Combo Update done

MacTechTrainer :

You then need to go ahead and once again, try updating iTunes to get it to its most current 10.6.1 version

MacTechTrainer :

THEN when all is said and done- connect your iPad to your newly updated 10.6.8 iMac

MacTechTrainer :

and the newly updated 10.6.1 iTunes should now discover the iPad

Customer:

So, do I need to uninstall anything? Or do I just go to the link, and start the update? And then download iTunes 10.6.1?

MacTechTrainer :

Not one iota

MacTechTrainer :

these programs are simply point and click and RUn

MacTechTrainer :

"Run

MacTechTrainer :

Actually I just realized something

MacTechTrainer :

Can you do me another favor

MacTechTrainer :

click on the Apple menu icon and select Software Updates

Customer:

Okay - I just started the 10.6.8 download. It says 28 minutes remaining. You aren't going to want to hang out so do I just somehow get back to you when it is done.

MacTechTrainer :

I don't know what I was thinking

MacTechTrainer :

all of your updates are there!

MacTechTrainer :

DOH!

Customer:

okay - clicked on software updates...do I stop the download process?

MacTechTrainer :

sorry - was so glued to getting you to 10.6.8 -- forgot that step

MacTechTrainer :

nah

MacTechTrainer :

let that run

Customer:

okay - download is in progress

Customer:

Checking for system software is in progress

MacTechTrainer :

once 10.6.8 is updated - it will automatically be removed from the Software Updates list

MacTechTrainer :

good

MacTechTrainer :

now once 10.6.8 is done

MacTechTrainer :

then go to the Software Updates and let it run

MacTechTrainer :

when it finishes access your system and checking for all current updates

MacTechTrainer :

it should discover the new iTunes 10.6.1 update as well

MacTechTrainer :

I recommend when you do get to the Software Update part-

MacTechTrainer :

run and update everything you see

MacTechTrainer :

it is good for your iMac

Customer:

so, make sure I understand. Let the 10.6.8 download continue. Then when it is done, go BACK in to sofware updates again and let it run? Then download 10.6.1 and then go back to software update AGAIN?

MacTechTrainer :

and should be beneficial for your iPad as well

MacTechTrainer :

Right- because if I am right

MacTechTrainer :

with iTunes closed (by the way)

MacTechTrainer :

running the Software Updates should detect that iTunes is in need of a new update

MacTechTrainer :

automatically

Customer:

So when I check details of new software updates, 10.6.8 and iTunes 10.6.1 are there....so, just install?

MacTechTrainer :

this may work better than trying to update from within itunes

MacTechTrainer :

If you have already opened Software Updates

MacTechTrainer :

close it

MacTechTrainer :

because you need to not interrupt that 10.6.8 that you are installing now

MacTechTrainer :

like I said once it is completed and you have to reboot your iMac

MacTechTrainer :

that update will disappear from the Software Update list

MacTechTrainer :

that is why I was apologizing, because I realized you could have run both updates concurrently via Software Updates

Customer:

okay - but 10.6.8 is already showing in the software updates. So, you are saying to close it and then reboot after the link you gave me is done? couldn't I just quit the update from the link and select "install items" from the software list?

Customer:

Okay - I guess not based on your last email

MacTechTrainer :

Yes- close the Software Updates

MacTechTrainer :

that is what I am trying to say

MacTechTrainer :

you running the version from the link I gave you is good

Customer:

closed. 10.6.8 is only about 25% done

MacTechTrainer :

it will wipe off of Software Updates after the rebooting of your Mac

Customer:

Okay - so, when it is done I will:

Customer:

1. Reboot the pc

MacTechTrainer :

the 10.6.8 will ask you to do that- yes

Customer:

2.Then I will restart it

Customer:

Then I will go to software updates and run everything in there and that will include the iTunes update

Customer:

Then I will launch iTunes

MacTechTrainer :

you got it

Customer:

Then I will hook the iPad back up

Customer:

Then the dumb thing better see the iPad!

MacTechTrainer :

correctamundo!

Customer:

Okay - so is there a way to let you know that all is well (or isn't) so you don't have to hang out?

MacTechTrainer :

and between your 10.6.8 Mac OS update and the 10.6.1 iTunes- you are easily look at an 45 - an hour now that I think about it

MacTechTrainer :

that is another good thing

MacTechTrainer :

all you have to do is bookmark this page in your web browser

MacTechTrainer :

then when you are done, just chat me back

Customer:

Okay - I will just leave this page up but didn't know if you signed off what would happen.

MacTechTrainer :

I will be alerted whether I am online or offline

MacTechTrainer :

and we can resume again by you simply replying to me

MacTechTrainer :

once again in this same session:)

Customer:

Okay - thank you!! Sorry it is so late. I was just past the point of frustrations. So, when all done, I accept and you get paid, yes?

MacTechTrainer :

I know- I was going to tell you, but had to be sure you had the order of sequence in this process- and you do

MacTechTrainer :

so now you are good to go

Customer:

Okay - I will check back when done. thanks.

MacTechTrainer :

I will be watching for your next update when you are done, so keep me posted!

MacTechTrainer :

alrighty

MacTechTrainer :

and by the way before I head out briefly for a time

MacTechTrainer :

As a professional Mac technician, I like to take more of a personable, personal approach, toward helping any valued JustAnswer.com customers, I am fortunate to assist.
On that note, may I have your first name?

MacTechTrainer :

again I am Terry, Sr. Mac Support Specialist, at your service

Customer:

Karri

Customer:

Thank you Terry

MacTechTrainer :

Wonderful to informally make your acquaintance Karri

Customer:

ditto

MacTechTrainer :

I look forward to assist you very soon (when you alert me- that is)

MacTechTrainer :

:)

MacTechTrainer :

Cheers XXXXX XXXXX!

Customer:

iPad is hooked up, recognized and syncing! Yay!

MacTechTrainer, Sr. Mac Support Specialist
Category: Mac
Satisfied Customers: 1699
Experience: Apple Certified Desktop & Portables Technician, A+, Cross-Platform (Mac/PC) Tech - for over 14 Years
MacTechTrainer and 6 other Mac Specialists are ready to help you
Expert:  MacTechTrainer replied 2 years ago.
Fantastic Karri!

Thank you for the Accept and the kindness of your Bonus! I appreciate this very much.

I hope the information I provided you, has helped you resolve your Mac technical issue.

However, remember, an "Accept" is not necessarily the end of the session, especially if you still have questions, or you find your issue is still not resolved after accepting my initial answer.

So please, feel free to reply again, if you still have questions regarding the question I just answered for you.

If you are satisfied with the Answer(s) provided you, however, we appreciate you taking a moment to provide feedback of our service, as we are always striving to continually provide the best possible customer service experience for you, here with JustAnswer.com

Thank you for using JustAnswer.com, it was a great pleasure to assist you!

Sincerest Regards,

-Terry ("Mactechtrainer")

Remember, if for any reason you are unsatisfied with my answer, we can continue the conversation until you’re satisfied and Accept my answer. I can address follow up questions at no extra charge and I’m always here to help. Thank you for using JustAnswer!

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