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Justin Johnson
Justin Johnson,
Category: Mac
Satisfied Customers: 31
Experience:  Training and Development at Scientifically Speaking
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I have an iPhone 5 and my computer is Windows 10. I have

Customer Question

I have an iPhone 5 and my computer is Windows 10. I have been syncing my outlook calendar and contacts for years. Within the last week, iTRunes stopped recognizing the iPhone.
JA: Just to clarify, what's the make and model of your machine, and what operating system are you running?
Customer: HP Pravilion something (notebook)
JA: Have you installed any updates recently?
Customer: Yes - an iTunes update (it's automatic but I can no longer find the version and associated iPhone update (10.1.1)
JA: What troubleshooting have you tried?
Customer: iTunes 12.5.3.17
JA: Anything else you want the Mac expert to know before I connect you?
Customer: Nothng really at this point - something about turning a service on and off and rebooting - no effect.
Submitted: 26 days ago.
Category: Mac
Expert:  Kevin T replied 26 days ago.

How's it going.
Let me read of your question. Give me a minute.

Expert:  Kevin T replied 26 days ago.

Have you updated your iPhone recently?

Customer: replied 26 days ago.
now I've been charged 5 and then $25 and so far I don't see a response other than an offer to remotely access my computer for an additional $39.
?
Expert:  Kevin T replied 25 days ago.

Have you updated your iPhone recently?

Customer: replied 25 days ago.
within the last 2 weeks - 10.1.1
Expert:  Kevin T replied 25 days ago.

Would I be able to connect for a look?

Customer: replied 25 days ago.
Perhaps - is there an extra charge?
Expert:  Kevin T replied 25 days ago.

$10 for the remote assistance

Customer: replied 25 days ago.
I've already been charged $30 for nothing.
Expert:  Justin Johnson replied 25 days ago.

Hi! I am Justin. I will be assisting you now. Let me look over your conversation so I can help.

Customer: replied 25 days ago.
Thank you.
Expert:  Justin Johnson replied 25 days ago.

Are you syncing your phone to your HP Pavilion? If so has anything changed on your PC?

Customer: replied 25 days ago.
Here's a summary:iPhone 5 IOS version 10.1.1
HP Pavilion Notebook w/Windows 10
Outlook 2007
iTunes 12.5.3.17Auto updates active for allProblem: iPhone has stopped syncing via iTunes. iPhone is docked to the computer every night. Calendar and contacts are no longer updated on iPhone.iTunes does not see iPhone when it is plugged in.email is not synced thur Outlook and I don't want it to do that either - I will do this manually as I need it.
Customer: replied 25 days ago.
Only change to PC is an iTunes update and normal Windows 10 updates.
Expert:  Justin Johnson replied 25 days ago.

Have you tried a different lighting cord?

Customer: replied 25 days ago.
No - but that's easy - I will now.
Expert:  Justin Johnson replied 25 days ago.

Sounds good. Let me know what happens.

Customer: replied 25 days ago.
new cord did not change anything - this has been happening thru the whole period of change.
Expert:  Justin Johnson replied 25 days ago.

Do you have any other iOS devices you can test to see if they also don’t show up? (iPad, iPod, iPhone)

Customer: replied 25 days ago.
No - just this one. It was working fine for several years. We travel a lot and are sometimes not connected for several days. This has happened within the last 2 weeks when the problem started but I didn't notice that my calendar was not updating until this week.
Expert:  Justin Johnson replied 25 days ago.

My only thought is that if the Windows PC does not see the phone it may be an issue with the computer not the phone. I would like to rule out where the point of failure is. Do you know anyone you could have them plug in their phone and see if it is seen?

Customer: replied 25 days ago.
The windows PC sees the iPhone - just iTunes no longer does. Have there been other issues with the recent version of iTunes?
Expert:  Justin Johnson replied 25 days ago.

Not to my knowledge. Is iTunes updated to the latest version?

Customer: replied 25 days ago.
I think so - do you know the lastest version number?
Customer: replied 25 days ago.
It's 12.5.3 which it thinks is the latest.
Expert:  Justin Johnson replied 25 days ago.

This seems silly, but have you restarted the computer?

Customer: replied 25 days ago.
several times.
Customer: replied 25 days ago.
There now seems to be an Outlook app that I must run on my iPhone. I have it working for emails (sort of) but not for calendars.
Expert:  Justin Johnson replied 25 days ago.

There has been an outlook at since last summer though. Who is your e-mail/calendar/contacts provider?

Expert:  Justin Johnson replied 25 days ago.

Please don’t forget to rate my service. Thanks! :)