Motorola phone featuring iTunes: Connectivity troubleshooting tips

Resolution

This article is for you if you're experiencing any of the following issues with your Motorola phone featuring iTunes:

• iSync won't sync with the phone and displays one of the following messages instead:
  • "Device is being updated by iTunes."
  • "Device is not plugged in." (Even when it is.)
  • "Failed to identify some USB devices. iSync was unable to identify some USB devices. Unknown errorMSMachErrorDomain - 536870201 (Unable to create plugin interface)."
  • "Failed to identify some USB devices. iSync was unable to identify some USB devices: Unknown error: NSMachErrorDomain - 536870201 (Unable to create Mach master port)."
• iSync never finishes syncing with your Motorola phone featuring iTunes.
• iSync won't sync after your iTunes-enabled mobile phone loses power.
• iTunes doesn't see your Motorola phone featuring iTunes, but iSync does.
• iTunes unexpectedly quits while syncing to your Motorola phone featuring iTunes.
• Your Motorola phone featuring iTunes restarts by itself when using iSync or iTunes.

Tip: If iTunes 6.0.2, after updating from iTunes 4.9, doesn't see the phone, restart your Mac.

Tip: If you're experiencing a different issue, such as the phone not appearing in either the latest version of iTunes or iSync, see this document, as well as this website.

Tips for avoiding connectivity issues

To avoid the issues listed above, remember to apply these tips:

• Make sure that you are using the latest versions of iSync and iTunes. You can use Software Update to easily update your software.
• Make sure that your Motorola phone featuring iTunes has enough power. Charge it for at least 1 hour prior to syncing.
• After using iTunes to sync music to your Motorola phone featuring iTunes, wait at least 10 seconds before you sync calendar or contact information to the phone in iSync.
• If you cancel a sync in iSync, wait 10 seconds before you try syncing again.
• Try not syncing USB and Bluetooth devices at (or near) the same time.

Troubleshooting steps

If you experience any of the issues above with your Motorola phone featuring iTunes, try each of the following steps, in order, until the issue is resolved:

1. Quit iSync and iTunes if they're open. Wait 10 seconds, then open iSync and try syncing again.
2. If that doesn't resolve the issue:
   1. Disconnect the USB cable from your Motorola phone featuring iTunes.
   2. Wait 10 seconds.
   3. Reconnect the USB cable to the phone (it will confirm the connection with a tone).
   4. Wait 10 seconds, then open iSync and try syncing again.
3. If that doesn't help, repeat the previous steps again.
4. If the issue continues, turn your Motorola phone featuring iTunes off and then back on. Then open iSync and try syncing again.
5. If that still doesn't work, restart your Mac.

Important notes

• Never perform a master reset on the phone while it's being used by iSync or iTunes.
• If your Motorola phone featuring iTunes is playing music, the music may momentarily pause while syncing in iSync.
• Do not use Disk Utility or iPod Updater with your Motorola phone featuring iTunes. Music is stored on a memory card that's formatted as FAT-16—not HFS.