Windows sees iPhone but not iTunes 12.3

[litljohnny]

Hi,

My Windows 7 x64 can now see my iphone after reinstalling Apple USB drivers but iTunes can't since I upgraded to iTunes 12.3 (it worked on iTunes 11 in the same computer: vaio laptop VPCCW).

I tried everything about the subject I found on the web to no avail (resetting device & PC, restarting Apple drivers, trying multiple USB ports and cables, etc.). I also reinstalled iTunes (although didn't clean the PC after uninstalling iTunes).

Please do you have a suggestion ?

thanks

 

[maxseven]

Hmmm well to start with, do you get two "happy insertion sounds" when you plug-in your iPhone? Do you see the iPhone in Windows Explorer i.e. when you double-click on My Computer on the desktop do you see "Johnny's iPhone"? Are Apple Mobile Device Service and Bonjour Service set to Automatic and are they Started in services.msc?

 

[litljohnny]

Yes to all of your questions.
As I said, Windows recognizes the iPhone and I get the "happy sounds" and I checked that I can access my photos on iPhone in Windows Explorer. So the problem seems not to be windows but iTunes.
Moreover, the same iPhone is detected on the same PC/Windows in an older version of iTunes. Once I upgrade iTunes it no more work. (Unfortunately once iTunes is upgraded it convert its library (.itl) to the newer version; that is I can no more open my library with a previous version of iTunes and not even a backup is proposed or suggested --- bravo Apple!!!)

 

[BorisTheAnimal]

Hi litljohnny.

I would try this:
https://support.apple.com/en-gb/HT203188

Cheers! Boris

 

[litljohnny]

Hi litljohnny.

I would try this:
https://support.apple.com/en-gb/HT203188

Cheers! Boris

I've already done this, thanks anyway

This is how the iPhone appeared on Windows and also because I reinstalled its USB drivers in Windows' device manager. But, those didn't help to recognize it in iTunes.

To be clear the iPhone appears in Windows explorer but not in iTunes

 

[maxseven]

Sounds like you've tried most everything...I dunno. Have you installed 64-bit 12.3.2.35? Does it log-in OK to your Apple Store account? When you go to Prefs then Devices do your iGizmo backups show-up there? How long have you waited after plug-in to see if it recognized? Do you have an iPad or a friend's phone to try? Do you get a "Trust this computer?" display on your phone?

Are you familiar with Windows Device Manager and have you done a "Show hidden devices to make sure there aren't a bunch of greyed-out iphones in there (and then uninstalled each)? Under Portable Devices.

I'm running out of ideas...

How about a new/different cable? OK it seems you've done that too.

I wonder a bit about how your last version could possibly have been 11. It seems as if 12 has been around for some 16-18 months.

 

[litljohnny]

Sounds like you've tried most everything...I dunno. Have you installed 64-bit 12.3.2.35?

Yes

Does it log-in OK to your Apple Store account?

Is that make a difference ? Actually I logged in successfully to Apple Store with a new account, BUT the iphone I connected is under a different Apple Store's account name. Is iTunes supposed to not show an iPhone under a different Apple' account than the one iTunes is logged to ?
If yes that would be strange because I could choose to not log into an account when iTunes start running and ask the question and my understanding is that iTunes must show whatever device is connected to! (I may be wrong)

BTW I see something strange: each time I launch iTunes, it asks me to log into the new account I created (a popup window). With my old account, once I logged into it successfully, did whatever I want and then closed iTunes, when I reopened iTunes, it didn't ask me again to log in (it logged automatically to that account).
With the new account I created, iTunes doesn't seem to remember my last successful login in order to log in automatically !

When you go to Prefs then Devices do your iGizmo backups show-up there?

under preferences, Device, Backups, Restore, etc. are all greyed out (can't click)

How long have you waited after plug-in to see if it recognized? Do you have an iPad or a friend's phone to try? Do you get a "Trust this computer?" display on your phone?

I waited long enough (few minutes!). I tried 2 iPhone 5 and one iPhone 4. None is recognized in iTunes.

I get the message "Trust this computer?" in iphone once I connect it. I answer YES of course each time. That's why I can see the iPhone in Windows Explorer and can transfer photos to/from it (and that's why this is unusual: Windows sees it but not the iTunes!). If I answer NO to trust the computer question, Windows Explorer still can see the iPhone but I can't see what is in it which is normal.

Are you familiar with Windows Device Manager and have you done a "Show hidden devices to make sure there aren't a bunch of greyed-out iphones in there (and then uninstalled each)? Under Portable Devices.

I have no more any greyed-out device or any with a "!" mark with it in the device manager.

Actually as I said, before reinstalling the drivers, iPhone would show in device manager as some USB device under USB (not in Portable Devices) with a yellow "!" mark. I then removed the driver and asked Windows to search my computer to reinstall it which it did successfully. Now iPhone appears without any warning under Portable Devices in Windows device manager

I wonder a bit about how your last version could possibly have been 11. It seems as if 12 has been around for some 16-18 months.

Sorry, it wasn't 11. It was 12.1 or 12.2 and now the iTunes version that doesn't recognize iPhones is 12.3...

I did try to reinstall iTunes BUT without rebooting between uninstall and reinstall. Also I didn't manually remove iTunes components that may have stayed in my computer after iTunes was uninstalled.
I could try that and also maybe there is something to do with Apple store's account (that is the account under which iPhone is running must be the same as the account I log in, in iTunes)

 

[maxseven]

...maybe there is something to do with Apple store's account (that is the account under which iPhone is running must be the same as the account I log in, in iTunes)

I suspect this is your problem, since the first thing an iPhone does when connecting is "contact the update server" and it wants to confirm your Apple ID. Why would you log-in with a new/different account????

I'm certain that's why your backups are greyed-out.

 

[litljohnny]

Hi

thanks for all your replies. I found the problem and would like to share the solution.

I don't know if I explained in detail my problem but here it is:

Briefly my problem was iphone was not recognized by iTunes. Since I had changed the disk I also had a Non-Genuine-Windows message that I didn't know the reason. Finaly I also couldn't use WindowsUpdate because of an unknown problem with an error code.

I don't know how these 3 problems were related but fixing one has fixed all of them. And the one I fixed was WindowsUpdate. Googling the error code gave me a link saying that for some new Western Digital drives, the Intel Rapid Storage Technology driver must be updated. Anyway, after updating the driver I have no more any of the above issues.


Here is the link saying this:
Error Code: 0xC8000247 (Can't install updates) - Microsoft Community


Error Code: 0xC8000247 (Can't install updates)

and here's the driver I installed:

https://downloadcenter.intel.com/download/25091/Intel-Rapid-Storage-Technology-Intel-RST-RAID-Driver

Now everything works fine!

 

[maxseven]

I don't know how these 3 problems were related but fixing one has fixed all of them.

Well I don't know either how that might be, but it's consistent with my long-held belief in troubleshooting and fixing problems: "Fix known problems first as then the wierd ones sometimes just go away!"

Thanks for posting back.

 

[ThrashZone]

Hi,
Weird are using a raid or something ?