iTunes Diagnostics gathers and displays information about your computer, but it doesn't resolve the issue. If your iPod isn't being recognized in iTunes, try the iPod troubleshooting assistant.
- If the issue is unresolved after you followed the steps in the troubleshooting assistant, contact Apple.
- If you would like to understand the details and contents of the Device Connectivity Tests, continue with the information provided below. Remember that you will need to follow specific steps in a related article or get assistance from an Apple Advisor to resolve any issues; the diagnostic tests do not resolve issues on their own.
Using the Device Connectivity Tests
You can use these tests to troubleshoot if your device isn't properly recognized in iTunes. Device Connectivity Tests don't test the hardware or software of the device, but can check the status of various requirements on your computer.
To run diagnostics, follow these steps:
- Install the latest version of iTunes.
- Open iTunes and choose Help > Run Diagnostics.
- Select Device Connectivity Tests and click Next.
The resulting information (sample shown below) can help you troubleshoot device connectivity issues as they relate to iTunes.
Understanding Device Connectivity Tests results
Device Connectivity Tests consist of six tests:
- iPod support service check: Checks the status of various software components necessary for recognizing some iPods.
- iTunes helper check: Checks the status of iTunesHelper.exe, used to automatically open iTunes when you connect a device to your computer.
- Apple Mobile Device check: Checks the status of various software components necessary for recognizing iPhone, iPad, iPod touch, and later iPod models.
- USB Ports check: Checks if your USB ports are USB 2.0 and checks other USB devices connected to the computer.
- FireWire (IEEE 1394) port check: Checks status of FireWire ports on your computer. (Applies only to early iPod models that use FireWire.)
- Device recognition check: Detects whether or not your device is connected to the computer.
When the results display, a status light appears next to each test. A green light next to a test indicates that no issues were found. When iTunes detects an issue with a test, a red or yellow light appears next to a Help button. The Help button will display troubleshooting information in iTunes or on the Apple support website that may resolve the issue.
In addition to the status lights and support content, iTunes can display a detailed report of your computer's configuration and connectivity information if you click Next. This report has several sections which contain different information.
General system information
This first section of the report displays the following general information:
- Windows version and build
- Make and model of the PC
- Installed version of iTunes, QuickTime, Apple Application Support, and iPod Updater Library
- Installed version of Apple Mobile Device and Apple Mobile Device Driver
- Whether or not the current user profile has administrator privileges
External Plug-ins Information
This section of the diagnostic report shows if any iTunes plug-ins are installed. If any plug-ins are listed, temporarily removing them may resolve certain issues. iTunes plug-ins are stored in the following location depending on your version of Windows:
- Windows XP: C:\Documents and Settings\[username]\Application Data\Apple Computer\iTunes\iTUnes Plug-ins
- Windows Vista and Windows 7: C:\Users\[username]\AppData\Roaming\Apple Computer\iTunes\iTunes Plug-ins
Device Connectivity Tests
This section of the diagnostic report lists whether or not iPodService, iTunesHelper, and Apple Mobile Device Service are running. The respective version numbers of these services are also listed.
Note: If "Not Found" is displayed next to the Apple Mobile Device Service status, this service may not be installed. Depending on your version of Windows, follow the appropriate article to troubleshoot this issue:
- For Windows XP: Removing and Reinstalling iTunes, QuickTime, and other software components for Windows XP
- For Windows Vista and Windows 7: Removing and Reinstalling iTunes, QuickTime, and other software components for Windows Vista or Windows 7
Universal Serial Bus Controllers
This section of the diagnostic report lists the type of USB ports on the computer and if they are working properly. To verify that you have USB 2.0 ports, be sure at least one of these entries has the word "enhanced" in its description. Learn how to identify USB 2.0 ports.
Note: It is possible that some ports are USB 2.0 and other are not. Refer to the documentation that came with your computer to locate the USB 2.0 ports and only use those to connect your device.
FireWire (IEEE 1394) Host Controllers
This section of the diagnostic report lists the type of FireWire (IEEE 1394) ports on the computer and if they are working properly. This type of port is only used to connect early iPod models. Learn how to identify your model of iPod and which iPods use FireWire ports.
Connected Device Information
This section of the diagnostic report lists all of the devices currently connected. If no device is found, this section will list the device most recently connected. You should see the model of the device, its software version, and its serial number.
If these steps don't resolve the issue, you can:
- Contact Apple or (for iPhone users) your wireless carrier, whichever provides phone support for your iPhone. To find Apple's contact information in your country, refer to Contacting Apple for Support and Service. If you use an iPhone, you can find your wireless carrier at locating iPhone wireless carriers.
- If there is an Apple Retail Store nearby, find the closest store and make a reservation through the online Apple Store Concierge. Reservations are strongly recommended.
An Apple advisor may need the results of the iTunes Diagnostics tests. When all tests are finished, a summary will appear that you may save to your computer.
To save to your computer
Click the Save button. Choose where to save the files on your computer and click Save. This saves two files in the location called "iTunes Diagnostics.RTF" and "iTunes Diagnostics.SPX." You can view the RTF file with a text editor. You may also share both files with others who may be assisting you in resolving your issue.
|iTunes Diagnostics articles:|
|Gathering and Using iTunes Diagnostics|
|Network Connectivity Tests|
|CD/DVD Drive Tests|
|Device Connectivity Tests|
|Device Sync Tests|