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Justin Johnson
Justin Johnson, Mac Genius
Category: Mac
Satisfied Customers: 212
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: 7 months ago.
Category: Mac
Expert:  Kris R replied 7 months ago.

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

Expert:  Kris R replied 7 months ago.

Have you updated your iPhone recently?

Customer: replied 7 months 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:  Kris R replied 7 months ago.

Have you updated your iPhone recently?

Customer: replied 7 months ago.
within the last 2 weeks - 10.1.1
Expert:  Kris R replied 7 months ago.

Would I be able to connect for a look?

Customer: replied 7 months ago.
Perhaps - is there an extra charge?
Expert:  Kris R replied 7 months ago.

$10 for the remote assistance

Customer: replied 7 months ago.
I've already been charged $30 for nothing.
Expert:  Justin Johnson replied 7 months ago.

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

Customer: replied 7 months ago.
Thank you.
Expert:  Justin Johnson replied 7 months ago.

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

Customer: replied 7 months 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 7 months ago.
Only change to PC is an iTunes update and normal Windows 10 updates.
Expert:  Justin Johnson replied 7 months ago.

Have you tried a different lighting cord?

Customer: replied 7 months ago.
No - but that's easy - I will now.
Expert:  Justin Johnson replied 7 months ago.

Sounds good. Let me know what happens.

Customer: replied 7 months ago.
new cord did not change anything - this has been happening thru the whole period of change.
Expert:  Justin Johnson replied 7 months 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 7 months 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 7 months 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 7 months 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 7 months ago.

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

Customer: replied 7 months ago.
I think so - do you know the lastest version number?
Customer: replied 7 months ago.
It's 12.5.3 which it thinks is the latest.
Expert:  Justin Johnson replied 7 months ago.

This seems silly, but have you restarted the computer?

Customer: replied 7 months ago.
several times.
Customer: replied 7 months 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 7 months ago.

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

Expert:  Justin Johnson replied 7 months ago.

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