iOS: Troubleshooting USB connection
Products Affected
Mac OS, Windows, iPad, iPhone, iPod touch
Symptoms
When attempting to sync, update, or restore your iPhone, iPad, or iPod touch, you may see one or more of the following symptoms:
- An alert message indicates an unknown error occurred.
- An alert message indicates an unknown error occurred, with a code number starting with "0xE".
- The device unexpectedly disconnects during a sync or restore.
- Photos downloaded from the device appear garbled or not all photos transfer.
- An alert message indicates the USB device cannot operate because it needs more power than is available.
- An alert message indicates "this device can perform faster" if you plug the device into a higher speed USB port.
Note: If your device does not appear in iTunes at all, see this article if you use Windows or this article if you use a Mac for more information.
Resolution
All iOS devices require a USB 2.0 connection. Follow the appropriate steps below to check for USB 2.0 on your computer:
If you have a Windows computer
If you have a Mac running OS X v10.6.x (Snow Leopard) or later
All Macs supported to use Mac OS X v10.6.x (Snow Leopard) or later have at least one built-in USB 2.0 port.
If you have a Mac running OS X v10.5.x (Leopard) or earlier
- Click the Apple menu and choose "About this Mac".
- Click the More Info button. System Profiler should open.
- Select USB from the left column.
- Look in the right column under USB Device Tree. If you see USB High-Speed Bus in any of the left-most entries, your Mac has USB 2.0 ports. See this example:
If you see only USB Bus in the left-most entries, your Mac has USB 1.1, and does not have USB 2.0 ports. See this example:
Once you determine that your computer has a USB 2.0 connection, use the following steps to troubleshoot the connection between the device and the computer. Test after each step:
- Update to the latest version of iTunes.
- Plug the device directly into a high-power USB 2.0 port on the computer. If possible, use a USB port on the back of the computer.
- Avoid plugging the device into a keyboard, display, or standalone hub. The USB ports on these accessories may be low-power or only offer USB 1.x connections.
- If you are using an accessory, remove the device from the dock and connect it to the computer using only the Apple USB to Dock Connector cable.
- If you have access to additional Apple USB to Dock Connector cables, try testing with another if the first one doesn't work.
- Restart your computer and device. To restart your device:
- Hold the power button until "slide to power off" appears. Slide to power off your device. When it is off, press the Sleep/Wake button to turn it back on.
- Disconnect all USB devices from your computer, except for your keyboard and mouse. Then reconnect the iOS device. If the issue is resolved, reconnect other USB devices, testing after each connection.
Another article describes what to do if you are using Windows and see an unknown error containing "0xE" when connecting your device.
If the issue persists and you are using virtualization software to run another operating system alongside Mac OS X, quit that software; it may create virtual USB ports that may be causing the issue. Or you can try to control or restrict access to USB ports while running the virtualization software.
Additional Information
About unknown error 0xE800000a
- Disconnect all iOS devices from your computer.
- Quit iTunes.
- From the Finder, choose Go > Go to folder.
- Enter the following and then press Return:
/var/db/lockdown - Choose View > as Icons.
- The Finder window should display one or more files with long alphanumeric file names.
- In the Finder, choose Edit > Select all. Then, choose File > Move to Trash. Enter an administrator password if prompted.
Note: Do not delete the lockdown folder itself. Delete only the files contained inside the lockdown folder. - Reconnect your iOS device and open iTunes.
Twitter
Facebook