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Michelle
Michelle, Mac Support Specialist
Category: Mac
Satisfied Customers: 754
Experience:  Apple Computers and Mobile support with 10 years of exp.
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Re: ipodnano: I cannot bring up my iTunes account. I am trying

Customer Question

Re: ipodnano: I cannot bring up my iTunes account. I am trying to download an audiobook from the local library and am unable to transport it to my ipod. I am a long time customer and a senior citizen. I will need detail help. My Aple ID account is:XXX@XXXXXX.XXX. Betsys ipod 3.63 GB, version 1.13 6u752uyop format: windows.
Submitted: 1 year ago.
Category: Mac
Expert:  Michelle replied 1 year ago.

Appleologist :

Hi, and welcome to JustAnswer! My name is XXXXX XXXXX I am excited to get started with you.

So I can better assist you, I will need additional information from you. When you say you can not bring up your itunes account, is it no accepting your password?

Customer:

It shows some of my account without asking for a password. I am unable to download the audiobooks

Appleologist :

Are you trying to download it from your computer?

Customer:

do I need an upgrade? Library suggests that I need v9.1 or newer. Yes from my computer

Appleologist :

What version of itunes are you running? To find this out, open itunes, click on itunes in the top menu bar and then choose about itunes

Customer:

I am unable to find this out. Usually iTunes automatically notifies me when I need an upgrade. I am a senior citizen and not very computer capable.

Appleologist :

Ok I will try to assist you the best I can. Click on this link which will open up in another window so our conversation will not be lost. Download the latest version of itunes by clicking on the blue download itunes button http://www.apple.com/itunes/

Appleologist :

Have you initiate the download yet?

Customer:

it is updating now

Appleologist :

Ok, let me know when it is done

Customer:

it has finished

Appleologist :

Is it done downloading iTunes or is it done installing itunes

Customer:

I believe it is totally download. it said to restart now or later

Appleologist :

Ok, go ahead and re-open itunes, it should look different

Customer:

thank you, XXXXX XXXXX finished?

Appleologist :

Almost, I would like to make sure it works before we end our chat. Did you re-open itunes yet?

Appleologist :

To show your sidebar again, you will need to click on view (in the top menu bar), Show sidebar

Customer:

it is very slow, still not opened

Appleologist :

Does it show up at the bottom of your screen?

Customer:

yes

Appleologist :

Click on it to see if that will bring the window back up. If not, click click on it and choose to quit and re-open

Customer:

an Apple iTunes window comes up, but I am not sure if it is my account or not.

Appleologist :

It is still your account, it just looks different because it is a newer version. Can you tell me what you see?

Customer:

thank you for choosing iTunes

Appleologist :

Is there a done or exit button

Customer:

no

Appleologist :

Ok quit and re-open itunes. Tell me what you see when you open it again

Customer:

ok, it is slow

Appleologist :

its ok, let me know when it opens again

Customer:

nothing is happening

Appleologist :

does it say itunes at the bottom bar of your computer?

Customer:

no

Appleologist :

It sounds like it is not open. Can you double click on itunes again to open it

Customer:

ok

Appleologist :

Is it open?

Customer:

no

Appleologist :

ok, can you restart your computer?Do you know how to bookmark a webpage?

Customer:

bookmark?

Appleologist :

Yes, you will need to restart your computer first. You can bookmark our chat so you can get back to me.

Customer:

how do I bookmark?

Appleologist :

Are you using internet explorer?

Customer:

yes

Appleologist :

Press Ctrl+D to add a bookmark

Customer:

do I do that before I restart?

Appleologist :

yes

Appleologist :

Make sure it is in a place where you can find it

Appleologist :

Then when your computer restarts, come back to the bookmark. You can also click on the link in your email from JustAnswer

Customer:

ok, I will try.

Appleologist :

Ok, I will be waiting here for you when you get back

Customer:

I'm back!

Appleologist :

Ok good. Now can you open itunes

Customer:

I am trying

Appleologist :

iS your ipod connected?

Customer:

yes

Appleologist :

disconnect it and re-connected. Itunes should open automatically

Customer:

ok

Customer:

it is open, but looks just like it did before I called.

Appleologist :

On the Help menu, click About iTunes. A window appears with scrolling text. The first text that appears displays the iTunes version (press the Space bar to freeze the text if it's moving too fast for you to read).

Customer:

Can't find the help menu on iTunes

Appleologist :

It Is at the top menu bar within itunes

Full Size Image

Appleologist :

Refer to the illustration

Customer:

I will look again

Appleologist :

Full Size Image

Appleologist :

Here is a better illustration

Customer:

I can't seem to get back to iTunes. double pointed arrow appears when I try to click on itunes

Appleologist :

Disconnect and reconnect your ipod

Appleologist :

If it shows up at the bottom, click on it

Customer:

There is nothing like your pictures on iTunes screen

Customer:

ok

Appleologist :

Can you describe what your itunes displaying

Customer:

I did and it still does not have what you illustrated

Appleologist :

In the left column of itunes, do you see library?

Customer:

not at the bottom either

Appleologist :

OK Just quit itunes and disconnect your iPod. We are going to try to download the update again. http://www.apple.com/itunes/ Click on this link again

Appleologist :

After you click on click on the blue download button, what happens

Appleologist :

?

Customer:

Oh, dear, I may have lost my cool. I downloaded until it said to turn off computer which I did. My iPod is disconnected and I don't know what to do next. Sorry.

Appleologist :

No its ok. Hopefully it installed this time. Connect your ipod and see if the new itunes opens up

Customer:

ok

Customer:

nothing is happening. I can't find iTunes anywhere.

Appleologist :

Click on start, Choose program and then choose itunes

Appleologist :

The start menu is in the bottom left corner

Customer:

it is not there

Appleologist :

Whats not there, itunes or start

Customer:

I clicked on start - itunes is not there

Appleologist :

Did you click on programs?

Customer:

no

Appleologist :

Click on programs

Appleologist :

iTunes should be in programs

Customer:

it is not in programs

Appleologist :

Is there a search box when you click on start?

Customer:

I know I did something wrong. It asked if I wanted to delete iTunes totally

Customer:

I will look

Customer:

yes

Appleologist :

Yes to itunes?

Customer:

yes to search

Appleologist :

Type in itunes in the search box

Customer:

I don't know how to search

Appleologist :

Just type in itunes and hit enter

Customer:

I found a lot of iTunes files

Appleologist :

Does any of them just have the blue itunes logo

Customer:

I will look

Appleologist :

Full Size Image

Customer:

no I did not find logo

Appleologist :

Ok then click on this link to download it again. http://www.apple.com/itunes/ Please do not advance without further instructions. After clicking on the blue install button tell me what window pops up

Customer:

should I disconnect my ipod?

Appleologist :

Yes please

Customer:

ok it says welcome to iTunes - continue?

Appleologist :

Yes continue

Appleologist :

When you hit continue, what is being displayed on your screen?

Customer:

"all you music"

Appleologist :

Is itunes open?

Customer:

upgrading status

Appleologist :

Ok

Customer:

copying new files

Customer:

finish

Appleologist :

OK, now what is displaying on your screen?

Customer:

iTunes - same as before

Customer:

I do have iTunes at Start

Appleologist :

Do you see this icon within itunes?

Full Size Image

Customer:

yes

Appleologist :

Right above it, you should see menu selection. File, Edit, Control, Store, Advance, Help

Customer:

there is nothing above it. All I can see is: Library, songs, etct

Appleologist :

connect your ipod and try to load your audio books like you normally do

Customer:

usually I see that it is connected to Betsy's iPod - none of that is there

Appleologist :

In the upper right corner (under the search bar) do you see where it says devices?

Customer:

iTunes reloading - hour glass

Appleologist :

Do any of these images look familiar?

Full Size Image

Appleologist :

Full Size Image

Customer:

no

Appleologist :

not the actual page, just where the arrow is pointing

Customer:

I can't get to iTunes - hour glass

Appleologist :

can you quit or is it frozen?

Customer:

I assume it is frozen

Appleologist :

Press Alt + Ctrl + Del

Appleologist :

all 3 keys should be held down

Appleologist :

Now open itunes agin

Appleologist :

again

Customer:

nothing is happening. I am getting very tired

Appleologist :

I understand, its been a long time. Try to connect your ipod again to see if itunes will open

Appleologist :

If not, you are more than welome to take a break

Customer:

nothing has happened

Appleologist :

Is there another computer in your household?

Customer:

yes, but I do not know how to use it as well as this one. When can we restart. I must stop

Appleologist :

Whenever you like. You can come back to this chat at your own paste. It will be much better if you a rested

Customer:

Thank you, XXXXX XXXXX been great to be so patient with this old lady!

Appleologist :

Awww no problem. I will do my best to resolve your issue. Simply respond to this chat and I will be notified to enter the chat. Chat with you soon

Customer:

Okay I am back. I tried to transfer my books to iTunes, no luck. Where do we go from here?

Appleologist :

Are you still getting the same error message?

Customer:

yes, "cannot connect to iPod"

Appleologist :

The issue may be with your computer. We were unable to update itunes. Is the other computer in your house hold a newer computer? Is it a laptop

Customer:

No it is not, and it is Windows Vista. we also have an iPad.

Appleologist :

Is itunes open now?

Appleologist :

?

Customer:

I can read the iTunes at the bottom of my screem, but when I click on it nothing happens.

Appleologist :

When you right click it, do you have the option to quit?

Customer:

When I did right click the screen came up with a note to quit?

Appleologist :

yes choose to quit and then re-open it

Appleologist :

It is imperative that we find what version of itunes that you are running or els we are going to continue to go into circles. Our goal is to get it to open and find the version number

Appleologist :

Are you running windows 7?

Customer:

yes. in the paper work I have it states my version is 1.13

Appleologist :

Is that the version number for your ipod?

Appleologist :

We need the version number for itunes?

Customer:

I am not sure. When my daughter first installed iTune on 6 May 2008 this was the title sheet and she took the notes: "Betsy';s iPod 3.63 GB version 1.13 #6U752UYOP format: windows"

Appleologist :

Its ok. Lets start fresh. First, when you normally transfer your books, can you walk me through the process of how you are doing it?

Customer:

I go to the library website, choose a book, click on download. After it downloads to my computer, I then click on box at the top of the library page which says "transfer" . I click on that and the process takes as long as an hour to move from my computer to the iPod. I hope this is what you need.

Appleologist :

Have you successfully done it before?

Customer:

Many times!

Appleologist :

Ok, the reason I ask, is because you never mentioned using iTunes to transfer the audiobooks

Appleologist :

If you are just going from the library's website, why does it ask for your itunes information?

Appleologist :

Or are you referring to the iTunes store

Customer:

Oh, yes, I have had the iPad on and it has appeared on the iPad when the downloading is finished. I have not had a trouble with the items I have purchsed through the store.

Appleologist :

Ok so when you say Library, you are referring to the itunes store correct?

Customer:

No, I mean the Orange County Public Library in California

Appleologist :

Does it go straight to your ipod? Or does it go to itunes first and then your ipod. I just want to make sure I understand because I am confused as to what role itunes is playing

Customer:

It appears on the iPod web page on my computer. I can see that it has transferred and delete it when I have finished listening to the booK

Appleologist :

Ok so then we do not even need itunes correct?

Customer:

I don't know

Customer:

I understood if I had iTunes I could download books from the Public Library

Appleologist :

Do you have the title of a specific book that you would like to download?

Customer:

I have two ready to download: "44 Cranberry Road andXXXXX both by Debbie MacComber

Appleologist :

When you say ready to download, where are they. Are they in itunes? Do you see it on your nano? Or from the library's website

Appleologist :

I am on the library's website now. I do see the book

Appleologist :

I am going to read the process to download

Customer:

When they are ready to download they are on my computer on the Library's web site. After I transfer them from the Library to the iPod they apear on my nano

Appleologist :

Ok So when you are trying to download from the library's website onto your nano, that is where you get the cannot connect error correct?

Customer:

yes but this has just begun to happen. Last week I had no trouble downloading The Fountain Head.

Appleologist :

And these are audio books correct?

Appleologist :

It says you need overdrive. Does that sound familiar?

Customer:

yes and I have downloaded the OverDrive

Appleologist :

Is it open now?

Customer:

The Library web site?

Appleologist :

No, the over drive media application itself

Customer:

I don't know. I know I downloaded the OverDrive when I first started borrowing books. I am not on the Library web site right now

Appleologist :

Ok according to the website, the books are transferred to overdrive and from there it transfers to the device. Does that sound familiar

Customer:

yes, I think so

Appleologist :

Ok so can you go ahead and open over drive. It should be in start<programs

Appleologist :

Were you able to find it? If not, I have the link to download

Customer:

OK it seached for the portable player connected to this computer. It could not find it. It is connected at my end

Appleologist :

Is the application still open?

Customer:

yes

Appleologist :

When you select the audio book and select transfer, does a box pop up?

Customer:

yes it says it is searching for player connected to this computer

Appleologist :

Is your ipod nano sleep? Click on the center button to wake it up. If not, try another usb drive

Customer:

The light is on. I disconnected it to move it to another usb drive [could not find one] plugged it again and got a message that iPod software version 1.1.3 iTunes has dected an iPod that appears to be corrup. You need to restore before it can be used.

Appleologist :

OK, restoring it will erase everything and set it back to factory settings. Is that ok?

Customer:

yes, I guess that is the answer. Will the book I am listening to now be lost? I guess I can always reborrow?

Appleologist :

Yes they will and yes you can re-borrow. Go ahead and click on restore in itunes

Customer:

where is that?

Appleologist :

In itunes.

Appleologist :

remember when you said you got a notification?

Appleologist :

Open itunes, click on devices in the left column

Customer:

I can't seem to get iTunes to open now???

Appleologist :

Disconnect and reconnect your ipod

Customer:

Ok now iTunes is open and on the bar at bottom of screen what's next?

Appleologist :

Within itunes, in the left column, you should see your ipod under devices. Click on it and choose restore

Full Size Image

Appleologist :

Did you initiate the restore process?

Customer:

I found it, but it does not say restore, it does say reset and I have clicked on that - nothing happened.

Appleologist :

Click on reset again

Appleologist :

It may be downloading the software

Customer:

It is not reopening

Appleologist :

You closed itunes?

Customer:

It is open at the bottom of my screen

Customer:

I can't tell what it is doing

Appleologist :

Ok, on your ipod. Press and hold both the center button and menu button. Press and hold both buttons for 40 sec

Customer:

ok connected eject before disconnecting

Appleologist :

Ok, now open itunes again. If it does not open, right click it on the bottom and choose quit. Then disconnect and reconnect ipod

Customer:

it opened

Appleologist :

OK, click on your ipod in the left column

Customer:

ok, now what?

Appleologist :

Do you see a reset or restore button?

Appleologist :

describe what you see

Customer:

reset button all my info is there. Done?

Appleologist :

Click the reset button

Customer:

Clicked the reset button

Appleologist :

Ok allow it to reset

Customer:

OK

Appleologist :

let me know when it is done

Customer:

done

Appleologist :

OK now go back to over drive

Appleologist :

application

Appleologist :

before you do that, what is displaying on your nano?

Customer:

overdrive is transferring one book - nano says connected eject before disconnecting

Appleologist :

Ok we are making progress. Does it give you a status bar or estimated transfer time?

Appleologist :

How is it going so far?

Appleologist :

Are you still with me?

Appleologist :

Hi Betsy, I hope your audio books transferred successfully. I have not hear back from you in over an hour so I will assume you are attending to other things. Although you are in California, I am here in New York so it is 11:00pm eastern time. I will be signing off for tonight. You pretty much are good to go, however feel free to communicate any other issues that you are experiencing and I will return to the chat tomorrow morning. Talk to you later.

Customer:

This book was downloaded successfully. I will check back with you tomorrow when I am fresh and finish our chat.

Appleologist :

Im glad to hear the book downloaded successfully.

Customer:

Thank you so much for your help, I think that is my only problem today.

Michelle, Mac Support Specialist
Category: Mac
Satisfied Customers: 754
Experience: Apple Computers and Mobile support with 10 years of exp.
Michelle and 5 other Mac Specialists are ready to help you
Expert:  Michelle replied 1 year ago.
Hi Betsy,
You are so welcome. We do not have the ability to provide receipts. You will see the charge on your billing statement. You can also refer back to our chat for further references

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