Hello and thank you for asking your question, with JustAnswer.com/Mac. I am Sr. Mac Tech Support Specialist, Terry, glad to assist you.
Here's what you can try
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.
Then you will need to quit iTunes and relaunch the application and allow it to "discover" your connected iPad
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?
did you get those 5 lines of instructions I just provided?
the Sleep button is located at the top of your iPad
and the Home Menu button is the button located at the bottom middle of your iPad
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
and take your time- no rush
So, I need to quit iTunes on the iMac?
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?
Are you there?
checking a procedure here- sorry for the delay'
Ok now that you have reset your iPad-
tell me, are you chatting with me on the same iMac you have your iPad connected to?
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.
No, I am on my work laptop
because I want you to try this next procedure
it is similar to what you have tried, before, but with a bit of a twist
I need you to connect your iPad to your iMac (if you have disconnected it)
then I want you to perform a reset on the iPad
when the screen goes black, release the Home button but keep pressing the Sleep button at the top of your iPad
okay...white apple is on and now a pictur of the usb cable and the words itunes..I am still holding the button
for at least Release now
I mean go ahead and release now
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"?
One quick question, have you already performed a sync with your iTunes prior to contacting us (within the last 3-4 days)
Nope - not since Feb 19th
ok- hold that pattern for just a moment
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
But the game-changer here
is that you did mention (and do so earlier) that you have not synced since the 19th of Feb
okay - I'm waiting. I have purchased a lot since Feb
instead of restoring
press and hold both buttons again until the iPad turns black
let's cancel this DFU (Device Firmware Update) mode
that is what I was going to have you do
and release immediately before the apple comes on? I did not say "ok" to the iMac
okay - here goes
that means it is simply rebooting back up
okay - screen went black, I released, white apple is on now
full screen is back, still connected via usb to imac
Ok so back to normal screen, correct?
Ok now go ahead and disconnect your iPad
and reboot your iMac
Once the iMac has rebooted, then first launch iTunes and then reconnect your iPad
let me know then if iTunes discovers your iPad this time around
okay - stay tuned
I get it
ha ha..too bad that wasn't on purpose
I know- it was a fun moment though:)
Nope. iPhoto recognizes it and iTunes shows nothing. BUT, it doesn't show even the category "Devices"...it used to
I just checked the wifi settings also - still says "sync will resume when the iMac is available"
Ok - thanks for the play-by-play
I have just discovered that Apple has classified this as a known issue
with 10.6.8 Snow Leopard with iOS devices like the iPad (as well as iPhone and iPod Touch)
Stupid question - I downloaded iCloud but have done nothing with it. Would that matter? and I have iTunes Match "off"
they have provided a possible fix
no- not at all
ok - didn't think so but had to ask
they have provided an article I want to give you to try the steps
I don't even know what 10.6.8 snow leapord is.
they are too much for me to type out - so here is the link
Okay - I'l try
sorry about that
can you do me a favor just a quick moment here
can you tell me what version of Mac OS you are running now?
I am sorry I thought you had mentioned your version for your iMac, but I realized I did not ask you that-
how do I find that?
within the Mac desktop
click on the Apple menu icon located on the upper left side of your main desktop screen
click that Apple icon and select About This Mac
You should see a small window appear with some system info about your iMac on it
The Version of your Mac OS is located on that small window
Yep - Mac OS X version 10.6.4
Ok that is one area you already need to improve
You need to update to 10.6.8
I just got this iMac in October (or maybe Sept)
alot of bugs were resolved system-wide in Snow Leopard 10.6 with the 10.6.8 latest update
understood- all the more reason why you need to update
okay - so what do I do? And why did it start between Feb and now - I din't have a single problem before
this I believe is going to help you in a major way
That I cannot say- without actually being able to look through your system
so I have to as a Mac tech, deal with the here and now
okay - no problem. What do I do to upgrade - go to the apple site?
and the here- is that there is a at least 2-3 updates from Apple between 10.6.4 and 10.6.8
I got you covered on that
Mac OS X 10.6.8 Snow Leopard Combo Update
This is the link
it is going to take about half and hour or less
just to let you know
but there is more
with the new 10.6.8
So, I guess can email it to myself
you will finally have access to the Mac Apps Store
which only comes with 10.6.8 and higher
plus that version does work better with iTunes
and its newer versions
Not done yet
once you get the Combo Update done
You then need to go ahead and once again, try updating iTunes to get it to its most current 10.6.1 version
THEN when all is said and done- connect your iPad to your newly updated 10.6.8 iMac
and the newly updated 10.6.1 iTunes should now discover the iPad
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?
Not one iota
these programs are simply point and click and RUn
Actually I just realized something
Can you do me another favor
click on the Apple menu icon and select Software Updates
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.
I don't know what I was thinking
all of your updates are there!
okay - clicked on software updates...do I stop the download process?
sorry - was so glued to getting you to 10.6.8 -- forgot that step
let that run
okay - download is in progress
Checking for system software is in progress
once 10.6.8 is updated - it will automatically be removed from the Software Updates list
now once 10.6.8 is done
then go to the Software Updates and let it run
when it finishes access your system and checking for all current updates
it should discover the new iTunes 10.6.1 update as well
I recommend when you do get to the Software Update part-
run and update everything you see
it is good for your iMac
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?
and should be beneficial for your iPad as well
Right- because if I am right
with iTunes closed (by the way)
running the Software Updates should detect that iTunes is in need of a new update
So when I check details of new software updates, 10.6.8 and iTunes 10.6.1 are there....so, just install?
this may work better than trying to update from within itunes
If you have already opened Software Updates
because you need to not interrupt that 10.6.8 that you are installing now
like I said once it is completed and you have to reboot your iMac
that update will disappear from the Software Update list
that is why I was apologizing, because I realized you could have run both updates concurrently via Software Updates
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?
Okay - I guess not based on your last email
Yes- close the Software Updates
that is what I am trying to say
you running the version from the link I gave you is good
closed. 10.6.8 is only about 25% done
it will wipe off of Software Updates after the rebooting of your Mac
Okay - so, when it is done I will:
1. Reboot the pc
the 10.6.8 will ask you to do that- yes
2.Then I will restart it
Then I will go to software updates and run everything in there and that will include the iTunes update
Then I will launch iTunes
you got it
Then I will hook the iPad back up
Then the dumb thing better see the iPad!
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?
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
that is another good thing
all you have to do is bookmark this page in your web browser
then when you are done, just chat me back
Okay - I will just leave this page up but didn't know if you signed off what would happen.
I will be alerted whether I am online or offline
and we can resume again by you simply replying to me
once again in this same session:)
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?
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
so now you are good to go
Okay - I will check back when done. thanks.
I will be watching for your next update when you are done, so keep me posted!
and by the way before I head out briefly for a time
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?
again I am Terry, Sr. Mac Support Specialist, at your service
Thank you Terry
Wonderful to informally make your acquaintance Karri
I look forward to assist you very soon (when you alert me- that is)
Cheers XXXXX XXXXX!
iPad is hooked up, recognized and syncing! Yay!